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Manager, Customer Success (Mid-Market, Premium Experiences)

Category Customer Success Location Atlanta, Georgia Job ID 2025-69390
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Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job 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.

Responsibilities

● 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.

Qualifications

● 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.

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