Senior Manager, Partner-Delivered Customer Success

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

Job summary

Intuit is seeking a senior leader to guide Services Customer Success for the mid-market segment in a partner-driven model. You will ramp and manage large delivery partners, design scalable service offerings, and drive adoption, retention, and expansion with data-informed strategies.

The role requires strong program management, strategic collaboration with Sales, Product, Support, and Procurement, and a passion for customer success across dynamic, high-growth environments.

Qualifications

• 7+ years leading a client success team focused on mid-market B2B clients.
• 5+ years with payments, bill pay, lending, payroll/workforce management services.
• Experience managing outsourced/BPO delivery partners at scale (40+ FTE).
• Proven ability to design, launch, and scale new service offerings or operating models.
• Experience in strategic planning, process optimization, and change management.
• Exceptional communication and stakeholder management, including influence without direct authority.
• Ability to use analytics and performance metrics for data-driven decisions.
• Passion for customer success and building long-lasting client relationships in mid-market.

Responsibilities

• Ramp and own the 1-2 delivery partner relationships (40+ FTE each) with defined SLAs and quality standards.
• Design, build, and own scaled service offerings and operating model for Services CS.
• Drive adoption, retention, and expansion with scalable engagement strategies and onboarding.
• Implement capacity plans and performance metrics for partner-delivered teams.
• Act as strategic partner across Customer Success, Sales, Product, Support, and Procurement.
• Provide customer insights to product teams to influence automation, forecasting, and compliance reporting.
• Oversee high-priority escalations and ensure rapid resolution and satisfaction.
• Foster innovation and continuous improvement within partner organizations without direct management authority.
• Use data-driven insights to refine processes and measure partner performance.

Skills

Mid-market

Client success leadership

Partnership management

SLA design

Performance metrics

Business empathy

Strategic planning

Cross-functional influence

Job description

Intuit is seeking a senior leader to guide Services Customer Success for the mid-market segment in a partner-driven model. You will ramp and manage large delivery partners, design scalable service offerings, and drive adoption, retention, and expansion with data-informed strategies.

The role requires strong program management, strategic collaboration with Sales, Product, Support, and Procurement, and a passion for customer success across dynamic, high-growth environments.