Senior Manager, Partners (Services CS)

Intuit Inc.; Frisco (TX); On-site; USD 144,000 - 233,000; Full time

Benefits offered by this job

Cash bonus

Equity rewards

Benefits

Job summary

Intuit Inc. in Frisco, TX is seeking a Senior Manager to build and own a new scaled services capability within the Services Customer Success team.

You will manage 1-2 delivery partners, each with 40+ FTE, driving partner performance and long-term customer success through scalable, partner-delivered service models. You’ll design operating models, playbooks, and success metrics, influence cross-functional leaders, and accelerate adoption, retention, and expansion for mid-market customers in a

Qualifications

• 7+ years leading a client success team for mid-market B2B clients.
• Experience managing outsourced delivery partners at scale (40+ FTE).
• Proven ability to design and scale new service offerings in a high-growth environment.
• Strong strategic planning, process optimization, and change management.
• Exceptional communication and stakeholder management without direct reporting authority.
• Data-driven decision making with strong analytics and metrics focus.

Responsibilities

• Ramp and own relationships with 1-2 delivery partners (40+ FTEs each).
• Design, build, and own scaled service offerings for Services CS.
• Drive adoption, retention, and expansion via scalable engagement strategies.
• Implement capacity plans and performance metrics for partner-delivered teams.
• Coordinate across Customer Success, Sales, Product, Support, and Vendors.
• Advise product teams on operational enhancements, automation and forecasting.
• Oversee escalations surfaced through partner teams for quick resolutions.
• Foster innovation and collaboration within partner organizations.
• Use data-driven insights to refine processes and partner performance.

Skills

Mid-market B2B

Stakeholder management

Data-driven decisions

Outsourced partner governance

Education

Bachelor's degree

Tools

CRM software

Analytics tools

Vendor management software

Job description

The Services Customer Success team partners with our highest-value Mid-Market customers throughout their client journey. We take a consultative approach — guiding customers through early adoption, driving engagement, and connecting them to the innovations and features that move their business forward.

As the first Senior Manager to focus on Partners, you will build and own a new capability for our team: scaled service offerings delivered through outsourced partner organizations. You’ll manage the strategic relationship with 1-2 delivery partners, each staffing 40+ FTEs who are responsible for building deep customer relationships and ensuring long‑term success on our behalf. As a visionary leader, you’ll design and execute strategic initiatives, scale operations efficiently, and foster a culture of excellence, collaboration, and innovation across teams you influence rather than directly manage. You’ll work across functions, influence key decision‑makers, and drive game‑changing customer engagement strategies through partner‑delivered service models.

If you thrive in fast‑moving, high‑growth environments, and you’re ready to build a scaled services function from the ground up, this is your opportunity.

Responsibilities

• Quickly ramp and own the relationship with 1-2 delivery partners (40+ FTEs each), setting performance expectations, SLAs, and quality standards, and holding partner leadership accountable for customer success outcomes.
• Design, build, and own scaled service offerings for Services CS — a new function for the team — defining the operating model, playbooks, staffing model, and success metrics from the ground up.
• 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, delivered through partner teams.
• Implement operational frameworks, capacity plans, and performance metrics, to enhance the efficiency and effectiveness of partner‑delivered CSM teams.
• Act as a strategic partner between Customer Success, Sales, Product, Support, and Vendor/Procurement teams to ensure a seamless customer journey across partner‑delivered service.
• 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 surfaced through partner teams, ensuring quick resolution and long‑term customer satisfaction.
• Foster a culture of innovation, collaboration, and continuous improvement within partner organizations, driving engagement and quality without direct management authority.
• Utilize data‑driven insights to refine processes, measure partner performance, and optimize scaled 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.
• Experience managing outsourced, BPO, or third‑party delivery partners at scale (40+ FTE engagements), including SLA design, governance, and performance management.
• Proven ability to build, launch, and scale new service offerings or operating models in a high‑growth environment.
• Experience in strategic planning, process optimization, and change management.
• Exceptional communication and stakeholder management skills, including experience influencing and holding accountable teams you don’t directly manage.
• 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 will 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:
Mountain View, CA $172,000- $233,000
New York $160,000- $217,000
San Diego, CA $143,500- $194,000