Senior Manager, Customer Success: Strategy, Scale & Impact

Intuit Inc.; San Diego (CA); On-site; USD 144,000 - 194,000; 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, design strategic initiatives, scale operations, and drive engagement strategies across mid-market clients with complex operations.

You will collaborate with Sales, Product, and Support to ensure a seamless customer journey and long-term satisfaction, while fostering a culture of innovation and growth within the organization.

Qualifications

• 7+ years of experience leading a client success team focusing on mid-market B2B clients.
• 5+ years managing clients with 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 with cross-functional collaboration.
• Analytical mindset with data-driven decision making.
• Strong knowledge of Intuit’s financial products is a plus.

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

Team leadership

Stakeholder mgmt

Data-driven decisions

Strategic planning

Change management

Communication

Analytics

Mid-market B2B

Product knowledge

Job description

Intuit Inc. is seeking a Senior Manager for the Service CS team to shape the future of customer success. You will guide CSMs, design strategic initiatives, scale operations, and drive engagement strategies across mid-market clients with complex operations.

You will collaborate with Sales, Product, and Support to ensure a seamless customer journey and long-term satisfaction, while fostering a culture of innovation and growth within the organization.