Group Manager, Customer Success, Mid-Market

Group Manager of Customer Success Management

Intuit is a global technology platform dedicated to helping consumers and small businesses prosper. As a leader in financial software, we provide innovative solutions that empower our customers to manage their finances effectively. Our Mid-Market (MM) vision is to be the best business solution in the industry for MM customers, delivering a personalized human engagement throughout the entire journey with deep expertise in their industry. MM customers expect a customized software, support and services solution. The Intuit Enterprise Suite (IES) is our comprehensive offering for complex businesses, providing integrated accounting, payroll, and payment solutions.

Intuit is revolutionizing the mid-market with its most pivotal offering, the Intuit Enterprise Suite (IES)a groundbreaking, all-in-one solution engineered to empower businesses with complex needs to achieve unparalleled growth, streamline operations, and scale with confidence. This integrated platform eradicates the inefficiencies of managing multiple applications by delivering AI-powered insights, boosting productivity through smart automation, and ensuring compliant, error-free operations. IES provides comprehensive capabilities including advanced financial management, integrated payroll and payments, automated marketing, third-party app access, and expert support, with industry-specific customizations for construction, non-profit, and project-based businesses in the U.S., marking a monumental stride in Intuit's strategy to capture the global mid-market opportunity.

Intuit is seeking a highly skilled and experienced leader of Customer Success Managers to join our Expert Network organization, specifically supporting our growing Intuit Enterprise Suite (IES) customer base. This pivotal leadership role is paramount for deepening relationships with our customers, maximizing the value of the platform and growing revenue and retention of IES customers. At Intuit, our Customer Success Managers (CSMs) are trusted advisors who ensure our customers achieve maximum value from the Intuit Enterprise Suite (IES). As a Group Manager of Customer Success Management, you will lead a large-scale organization of 100+ CSMs, and Managers. You will set the vision, build leadership capability, and operational excellence to help our mid-market and enterprise customers succeed on IES. You will be a culture builder is crafting the next level of talent in our IES organization and championing the role of our CSM's as the quarterback of the customer experience. This is a unique opportunity to lead one of the largest CSM organizations at Intuit, shaping the way mid-market and enterprise businesses succeed with IES. You will be at the forefront of transforming our customer success model, creating lasting impact for both customers and employees.

Responsibilities :

• Strategic Leadership
• Define and execute the CSM organization strategy to improve retention, adoption, and customer outcomes, in alignment with IES growth objectives.
• Drive transformation across our customer coverage model, CSM capability, performance management, automation & tools, and talent strategy.
• Team Management & Development
• Lead and mentor a distributed team of 100+ CSMs through Manager 2s and Manager 1s.
• Build a high-performance culture emphasizing coaching, consistency, accountability, and consultative customer engagement.
• Customer Retention & Growth
• Ensure CSMs focus on retention, expansion and renewal readiness, including identification of cross-sell / upsell opportunities in collaboration with Account Managers.
• Drive the next evolution of differentiated experience in partnership with our CX leaders to enable growth and prioritize high-ARR and multi-entity customers.
• Customer and CSM Experience & Advocacy
• Champion a customer and CSM experience focused environmentdrive the Expert Network delivery teams and work with internal partners to deliver experiences that build relationships with our customers, resolve customer issues, attract, and retain our CSM's, and create promoters across both groups.
• Champion the voice of the customer internally and ensure customer feedback is translated into actionable insights through executive influence and cross functional partnerships.
• Build a proactive, customer centric culture focused on ensuring our customers maximize their benefit of the platform and we are partners in their growth and prosperity.
• Operational Excellence
• Execute a rigorous performance management system with quality scorecards, coaching cadences, and clear accountability for outcomes.
• Standardize role expectations at key moments of truth (MOTs), reinforcing proactive problem-solving, empathy, and advocacy.
• Champion adoption of modern CS tools (Salesforce CXM, automation, next-best-action prompts) to streamline workflows and provide a full 360 customer view.
• Cross-Functional Partnership
• Partner with key groups including workforce management, capacity planning, and service design to ready our teams for growth and build confidence for our CSM's.
• Collaborate with Sales, Product, and Support to simplify onboarding, reduce customer friction, and improve IES adoption.
• Provide customer and team insights to influence product improvements and GTM strategies.

Qualifications :