Principal Product Marketing Manager, Retention

QuickBooks serves millions of small and mid-sized businesses, and keeping those customers succeeding on the platform is one of the most important growth levers in the business. As the base scales and pricing evolves, retention is no longer a downstream save motion. It is a full-lifecycle discipline that starts long before a customer ever considers leaving.

Intuit is looking for a senior, highly strategic Principal Product Marketing Manager to own the end-to-end product marketing strategy for QuickBooks Online retention. This role leads how the business keeps customers realizing value across three connected motions: proactively intervening when customers show early signs of risk, delivering personalized save experiences at the moment a customer decides to leave, and continuously demonstrating value to tenured customers so retention becomes the outcome rather than the rescue.

The ideal candidate is a full-stack product marketer who turns customer, product, and market signals into prioritized, testable programs that launch, in close collaboration with or in-house lifecycle marketing and product-led growth teams. This is a builder role for someone who is energized by ambiguity, moves with velocity, and creates clarity across Product, Lifecycle Marketing, Customer Success, Analytics, and Research to make retention programs happen rather than simply identifying the opportunity.

Responsibilities

What You'll Do

• Own the end-to-end product marketing strategy for QuickBooks Online retention across the full customer lifecycle, spanning proactive risk intervention, reactive and last-mile saves, and value demonstration for tenured customers.

• Translate behavioral, usage, and sentiment signals together with qualitative and quantitative research into a prioritized, sized portfolio of retention programs, and drive the highest-impact opportunities to market.

• Identify at-risk customers earlier using product and customer signals, and design proactive interventions that match the right message, experience, and offer to the reason a customer is disengaging before cancellation intent forms.

• Design and optimize personalized save experiences at the moment of decision, including the cancellation and payment-failure journeys, right-sizing and downgrade pathways, and the tradeoff between offer-led and value-led saves.

• Build value-realization motions that help tenured customers recognize the return they are already paying for, through benefit showcases, in-product moments, transactional communications, and habit-forming workflows.

• Partner deeply across Product, Lifecycle Marketing, Customer Success, Analytics, Research, and Sales to design and execute integrated retention programs, and lead cross-functional orchestration so experiences reinforce a consistent value narrative.

• Establish operating rigor for retention: prioritize and size opportunities, influence roadmaps, run a high-velocity experimentation portfolio, remove blockers, and escalate tradeoffs with clarity.

• Own business outcomes, writing and managing a performance measurement plan - in partnership with analytics - and establishing end-to-end visibility from insight to measurable retention impact.

• Bring a strong point of view to pricing and promotional levers, shaping the retention and saves response that protects the customer relationship and the base.

• Make go-forward recommendations and present learnings and results to senior leaders across the organization.

Qualifications

• BA/BS required, or equivalent work experience. Experience in SaaS companies and B2B marketing; MBA a plus.