Senior Manager, Customer Success (Mid-Market, Premium Services)

Job Description

Overview

Ready to lead at scale and drive transformative impact? As an M2, Customer Success Manager (CSM) Leader at Intuit, you are at the helm of shaping the future of customer success. This isn’t just about managing a team—it’s about leading leaders. You’ll guide Customer Success Managers who, in turn, lead CSMs responsible for building deep customer relationships, driving adoption, 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 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 IES 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

Strong expertise in SaaS solutions, financial management, or enterprise software, with a deep understanding of Intuit Enterprise Suite (IES) and its relevance for mid-market clients.

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 :