Senior Manager, Customer Success - Scale & Strategy

Intuit Inc.; Mountain View (CA); On-site; USD 172,000 - 233,000; Full time

Job summary

Intuit Inc. is seeking a Senior Manager to lead the Service CS team, shaping the future of customer success for mid-market clients with complex operations.

You will guide CSMs, design scalable engagement models, and partner with Sales, Product, and Support to ensure a seamless customer journey. The role emphasizes strategic planning, process improvement, and a culture of collaboration, excellence, and continuous growth.

Qualifications

• 7+ years of experience leading a client success team, with a strong focus on mid-market B2B clients.
• 5+ years experience managing clients with one or more of the following service offerings: 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.
• Exceptional communication and stakeholder management skills, with the ability to drive 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 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 to ensure a seamless customer journey for multi-location clients.
• 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 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

Team leadership

Stakeholder management

Cross-functional collaboration

Data-driven decision making

Strategic planning

Job description

Intuit Inc. is seeking a Senior Manager to lead the Service CS team, shaping the future of customer success for mid-market clients with complex operations.

You will guide CSMs, design scalable engagement models, and partner with Sales, Product, and Support to ensure a seamless customer journey. The role emphasizes strategic planning, process improvement, and a culture of collaboration, excellence, and continuous growth.