Senior Manager, Customer Success, Services

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

As a Senior Manager, for the Service CS team, you are at the helm of shaping the future of customer success. You’ll guide CSMs who are responsible for building deep customer relationships and ensuring long-term success. As a visionary leader, you’ll design and execute strategic initiatives, scale operations efficiently, and foster a culture of excellence, collaboration, and innovation. You’ll work across functions, influence key decision-makers, and drive game-changing customer engagement strategies.

If you thrive in fast-moving, high-growth environments, and you’re ready to elevate a world-class team, this is your opportunity.

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.

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.
• Ability to leverage analytics and performance metrics to make data-driven decisions.A passion for customer success, innovation, and building long-lasting client relationships in the mid-market space.
• Strong knowledge of Intuit’s financial products a plus

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

The expected base pay range for this position is:

San Diego $143,500 - $194,000

Mountain View, CA $172,000- $233,000