Senior Manager, Scaled Services & Partner Success

Intuit; New York (NY); On-site; USD 160,000 - 217,000; Full time

Benefits offered by this job

Cash bonus

Equity rewards

Job summary

Intuit is seeking a seasoned Services Customer Success leader to partner with high-value mid-market clients and scale partner-delivered CS offerings. You will own relationships with delivery partners, define operating models, and drive adoption, retention, and expansion through scalable engagement strategies.

The role requires 7+ years in client success leadership, 5+ years with mid-market B2B services, and experience with outsourced partners.

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).
• Proven ability to build, launch, and scale new service offerings or operating models in a high-growth environment.

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.

Skills

Leadership

Client Success

Stakeholder Management

Analytics

Job description

Intuit is seeking a seasoned Services Customer Success leader to partner with high-value mid-market clients and scale partner-delivered CS offerings. You will own relationships with delivery partners, define operating models, and drive adoption, retention, and expansion through scalable engagement strategies.

The role requires 7+ years in client success leadership, 5+ years with mid-market B2B services, and experience with outsourced partners.