Head of Customer Success, Services & Strategy

Intuit; San Diego (CA); On-site; USD 144,000 - 233,000; Full time

Job summary

Intuit is seeking a Senior Manager to lead the Service CS team in San Diego, guiding Customer Success Managers to build deep relationships and drive long-term customer outcomes. This role shapes strategy, scales operations, and fosters a culture of excellence and collaboration across the business.

You will partner with Sales, Product, and Support to optimize onboarding, adoption, and health metrics for mid-market clients with complex needs, ensuring a seamless multi-location customer journey and

Qualifications

• 7+ years leading a client success team focused on mid-market B2B clients.
• 5+ years managing services including Payments, Bill Pay, Lending, Payroll/Workforce Management.
• Proven ability to build, lead and scale high-performing teams in a high-growth environment.
• Experience in strategic planning, process optimization, and change management.
• Strong communication and stakeholder management for cross-functional collaboration.

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers, ensuring alignment with company goals and customer success best practices.
• Drive customer adoption, retention and expansion by developing scalable engagement strategies, optimizing onboarding, and improving customer health scores for mid-market businesses with complex operations.
• Implement operational frameworks and performance metrics to enhance the efficiency and effectiveness of CSM teams.
• Act as a strategic partner between Customer Success, Sales, Product, and Support teams to ensure a seamless customer journey for clients managing multi-location operations, supply chain challenges, and service-based revenue models.
• Advocate for customer needs, providing insights to product teams to influence future operational enhancements, particularly in automation, forecasting, and compliance reporting.
• Oversee high-priority customer escalations, ensuring quick resolution and long-term customer satisfaction.
• Foster a culture of innovation, collaboration, and continuous improvement, driving engagement and professional growth within the CSM organization.
• Utilize data-driven insights to refine processes, measure impact, and optimize customer success strategies.

Skills

Leadership

Strategic planning

Data-driven decisions

Cross-functional collaboration

Stakeholder management

Customer success

Analytics

Mid-market B2B experience

Job description

Intuit is seeking a Senior Manager to lead the Service CS team in San Diego, guiding Customer Success Managers to build deep relationships and drive long-term customer outcomes. This role shapes strategy, scales operations, and fosters a culture of excellence and collaboration across the business.

You will partner with Sales, Product, and Support to optimize onboarding, adoption, and health metrics for mid-market clients with complex needs, ensuring a seamless multi-location customer journey and