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Overview

Ready to lead at scale and drive transformative impact? As a Manager, Customer Success (Mid-Market, Premium Experiences), you will be a crucial leader responsible for the success and growth of a team of Customer Success Managers (CSMs) who support Intuits mid market customers.. You will empower your team to build strong relationships with our customers, drive adoption of our products/services, and ultimately ensure their success and retention. This role requires a player-coach mentality, combining strategic thinking with hands-on coaching and support to develop your team and optimize customer outcomes. As a visionary leader, you’ll execute strategic initiatives, scale operations efficiently, and foster a culture of excellence, collaboration, and innovation. You’ll work across teams, influence decisions, and drive customer experiences for our mid market customers. If you thrive in fast-moving, high-growth environments, and you’re ready to elevate a world-class team, this is your opportunity.

What you'll bring

• 5+ years of experience in customer success leadership, account management, or enterprise client engagement all within mid-market industries.● Proven ability to lead and scale high-performing teams in a customer-centric environment.● 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.● Experience in service delivery, process optimization, and change management.● Exceptional communication with the ability to drive cross-functional collaboration.● 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.

How you will lead

• Team Leadership and Development:

• Recruit, onboard, mentor, and develop a high-performing team of Customer Success Managers.○ Provide ongoing coaching, feedback, and performance management to ensure individual and team goals are met.○ Identify individual strengths and development areas, creating personalized growth plans.○ Foster a positive, collaborative, and results-oriented team culture.○ Conduct regular team meetings and 1:1s to share updates, address challenges, and provide support.

• Customer Success Strategy and Execution:

• Understand and contribute to the overall Customer Success strategy and translate it into actionable plans for your team.○ Ensure your team consistently delivers exceptional customer experiences and achieves key customer success metrics (e.g., adoption, retention, satisfaction, growth).○ Monitor customer health scores and proactively identify and mitigate risks to customer success.○ Collaborate with Sales, Product, and other internal teams to ensure a seamless customer journey.○ Contribute to the development and optimization of customer success processes, playbooks, and tools.

• Performance Management and Reporting:

• Define and track key performance indicators (KPIs) for your team and individual CSMs.○ Analyze performance data to identify trends, areas for improvement, and successes.○ Provide regular reports on team performance and customer health to leadership.○ Implement strategies to improve team efficiency and effectiveness.

• Customer Advocacy and Escalation Management:

• Serve as an escalation point for customer issues, working collaboratively with your team and other departments to resolve them effectively and efficiently.○ Champion the voice of the customer within the organization, providing feedback to Product and other teams to drive customer-centric improvements.○ Build strong relationships with key customer stakeholders where appropriate.

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.