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

Job Overview

Ready to lead at scale and drive transformative impact? As an M2, Customer Success Manager (CSM) Leader at Intuit, you are at the helm of shaping the future of customer success. This isn’t just about managing a team—it’s about leading leaders. You’ll guide M1 Managers who, in turn, lead CSMs responsible for building deep customer relationships, driving adoption, and ensuring long-term success. As a visionary leader, you’ll design and execute strategic initiatives, scale operations efficiently, and foster a culture of excellence, collaboration, and innovation. You’ll work across functions, influence key decision-makers, and drive game-changing customer engagement strategies. If you thrive in fast-moving, high-growth environments, and you’re ready to elevate a world-class team, this is your opportunity.

Responsibilities

• Lead, mentor, and develop a team of Manager 1’s, ensuring alignment with company goals and customer success best practices.
• Drive customer retention and expansion by developing scalable engagement strategies, optimizing onboarding, and improving customer health scores for mid-market businesses with complex operations.
• Implement operational frameworks and performance metrics to enhance the efficiency and effectiveness of CSM teams.
• Act as a strategic partner between Customer Success, Sales, Product, and Support teams to ensure a seamless customer journey for clients managing multi-location operations, supply chain challenges, and service-based revenue models.
• Advocate for customer needs, providing insights to product teams to influence future IES enhancements, particularly in automation, forecasting, and compliance reporting.
• 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 CSM organization.
• Utilize data-driven insights to refine processes, measure impact, and optimize customer success strategies.

Qualifications

• 7+ years of experience in customer success leadership, account management, or enterprise client engagement, with a strong focus on mid-market B2B 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 strategic planning, process optimization, and change management.
• Exceptional communication and stakeholder management skills, 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.