Partner-Delivered Services Lead — Scaled CS

Intuit Inc.; San Diego (CA); On-site; USD 144,000 - 194,000; Full time

Job summary

Intuit Inc. in San Diego is seeking a Senior Manager to build a scaled services function with outsourced partners. You will manage 1-2 delivery partners, each staffing 40+ FTEs, and shape the operating model, SLAs, and success metrics from the ground up.

As a visionary leader, you will drive adoption, retention, and expansion through scalable engagement strategies, while coordinating across Customer Success, Sales, Product, Support, and Vendor/Procurement to ensure a seamless customer journey.

Qualifications

• 7+ years leading a client success team, with a strong focus on mid‑market B2B clients.
• Experience managing outsourced delivery partners at scale (40+ FTE engagements).
• Proven ability to build, launch, and scale new service offerings or operating models in a high‑growth environment.
• Experience in strategic planning, process optimization, and change management.

Responsibilities

• Ramp and own relationships with 1-2 delivery partners (40+ FTEs each) and set performance expectations, SLAs, and quality standards.
• Design, build, and own scaled service offerings for Services CS, defining the operating model, playbooks, staffing model, and success metrics.
• Drive adoption, retention, and expansion by developing scalable engagement strategies, optimizing onboarding, and improving customer health scores for mid‑market businesses delivered through partner teams.
• Implement capacity plans and performance metrics to enhance efficiency of partner‑delivered CSM teams.
• Act as a strategic partner between Customer Success, Sales, Product, Support, and Vendor/Procurement to ensure a seamless customer journey across partner‑delivered service.
• 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 surfaced through partner teams, ensuring quick resolution and long‑term satisfaction.
• Foster a culture of innovation, collaboration, and continuous improvement within partner organizations, driving engagement and quality without direct management authority.
• Utilize data‑driven insights to refine processes, measure partner performance, and optimize scaled customer success strategies.

Skills

Leadership

Stakeholder management

Data-driven decisions

Communication

Strategic planning

Change management

Job description

Intuit Inc. in San Diego is seeking a Senior Manager to build a scaled services function with outsourced partners. You will manage 1-2 delivery partners, each staffing 40+ FTEs, and shape the operating model, SLAs, and success metrics from the ground up.

As a visionary leader, you will drive adoption, retention, and expansion through scalable engagement strategies, while coordinating across Customer Success, Sales, Product, Support, and Vendor/Procurement to ensure a seamless customer journey.