Senior Manager, Customer Success, Services

Intuit Inc.; United States; On-site; USD 144,000 - 233,000; Full time

Job summary

Intuit Inc. is seeking a Senior Manager for the Service CS team to shape the future of customer success.

You will guide CSMs responsible for deep customer relationships and long-term success, designing and executing strategic initiatives to scale operations and foster excellence. In a fast-moving, high-growth environment, you will partner with Sales, Product and Support to ensure a seamless journey for multi-location clients, driving adoption, retention and expansion while delivering data-driven

Qualifications

• 7+ years of experience leading a client success team, focused on mid-market B2B clients.
• 5+ years experience managing clients with Payments, Bill Pay, Lending, Payroll/Workforce Management offerings.
• Proven ability to build, lead and scale high-performing teams in a high-growth environment.

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers aligned with company goals and best practices.
• Drive customer adoption, retention and expansion with scalable engagement strategies and optimized onboarding.
• Implement operational frameworks and performance metrics to enhance CSM efficiency and impact.
• Act as strategic partner across Customer Success, Sales, Product and Support for multi-location clients with complex ops.
• Advocate for customer needs and provide product insights to influence enhancements, especially in automation and forecasting.
• Oversee high-priority escalations to ensure quick resolution and long-term satisfaction.

Skills

Team Leadership

Mid-Market B2B

Strategic Planning

Analytics

Stakeholder Management

Cross-functional Collaboration

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