Group Manager, Customer Success, Mid-Market
San Diego StaffingSan Diego, CA, US1 day ago
Job type
- Full-time
Job descriptionLead 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. 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. 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. 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. 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. 10+ years in customer-facing SaaS leadership roles, with 5+ years leading managers of managers. Experience scaling CSM orgs of 100+ people; strong track record in mid-market / enterprise SaaS. Team & talent builder with a proven track record as a talent steward with demonstrated history of hiring, leading and developing a high performing and engaged team. Proven ability to design and operationalize customer success transformation (segmentation, performance management, enablement). Data-driven leader with experience managing retention, customer health, TNPS, and org efficiency metrics. Change leader with experience in a dynamic work environment, managing and executing complex system and organizational change initiatives at scale. Skilled in influencing at the executive level and building cross-functional partnerships. Domain specific experience, prior experience with QuickBooks and / or competitor ERPs (Sage Intacct, NetSuite) is a plus. Experience in specific industries relevant to target verticals, such as non-profit, construction, or real estate, would also be beneficial. Expertise in customer success platforms and CRM (Salesforce, Gainsight, etc.). Bachelor's degree required; MBA preferred or equivalent experience. As this role will require collaboration across multiple teams, it will require up to 25% travel.
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 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
Customer Retention & Growth
Customer and CSM Experience & Advocacy
Operational Excellence
Cross-Functional Partnership
Qualifications
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Group Manager • San Diego, CA, US
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