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Senior Manager Assisted Onboarding

Category Customer Success Location Remote - Georgia - United States; Remote - California (Bay Area) - United States; Remote - California (Not Bay Area) - United States; Remote - Texas - United States Job ID 19646
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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? Join the Intuit Customer Success team as a Senior Manager of Service Delivery in the Expert Network team. We’re looking to grow our team of talented individuals to help optimize our greatest resource, our people. As a senior leader at Intuit, you are at the helm of shaping the future of software deployment for our complex mid-market and evolving small-business customers.

Our approach to customer success is transforming and is always focused on achieving the highest levels of customer experience. We do this through customer-focused thinking, which powers customer retention and growth. Our mindset is deeply customer obsessed and solves for customer pain through data driven insights and innovation. The Expert Network teams are at the core of this as we innovate, experiment, learn, pivot, and adopt change. 

Your main responsibility is to ensure the team consistently delivers accelerated Time-to-Value, maximizes Feature Adoption, and maintains exceptionally high Client Satisfaction to secure long-term client retention. As a visionary leader, you’ll design and execute strategic deployment methodologies, scale operations efficiently, and foster a culture of excellence, adaptability, and deep financial and product expertise. Your mission is to lead with Intuit’s Prosperity Principles: Advocacy, Ownership, and Expertise. If you thrive in fast-moving, high-growth environments, and you’re ready to elevate a world-class team that is constantly pivoting and evolving with the product, this is your opportunity.


Responsibilities


  • Lead, mentor, and develop a team of Onboarding Consultants and Solutions Experts, ensuring alignment with company goals and best practices for QuickBooks onboarding, accelerated time-to-value (TTV), immediate feature adoption, and client satisfaction.

  • Design, implement, and manage the operational frameworks used to continuously track and optimize team performance, including a strategic focus on productivity, delivery excellence, and strategic impact.

  • Strategically prepare the team to pivot and absorb new onboarding requirements driven by product evolution and company strategy.

  • Drive customer retention and expansion by developing scalable engagement strategies, optimizing onboarding, and improving customer health scores for mid-market businesses with complex operations.

  • Advocate for customer needs, providing insights to product teams to influence future Intuit products and services.

  • 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 Service Delivery organization.

  • Leverage data-driven insights to optimize customer success strategies, refine processes, and measure overall impact.


Qualifications


  • 5+ years of Customer Experience, Customer Success, or related experience, including people management.

  • Customer-first mindset with exposure to design thinking, service design, or product experience work.

  • Proven ability to lead and scale high-performing teams, while managing teams through organizational and product transformations.

  • Experience in strategic deployment planning, methodology development, and leading large-scale change management initiatives.

  • Ability to leverage analytics and performance metrics (CSAT, TTV, Adoption, etc.) to measure impact, and make strategic decisions.

  • Translate complex operational data into executive-level insights to influence long-term service delivery strategy and organizational planning.

  • Demonstrated functional expertise in enterprise software implementation, configuration, and data migration, with a preference for direct experience with QuickBooks or a comparable accounting/ERP suite.

  • Experience working in a matrixed, cross-functional environment

  • Excellent written, verbal, and interpersonal communication skills

  • B.S. or A.S. degree (business, economics, finance, and marketing preferred) or equivalent professional experience


Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may 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: 



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