Senior Manager, Partners; Services CS

Overview

The Services Customer Success team partners with our highest-value Mid-Market customers throughout their client journey. We take a consultative approach — guiding customers through early adoption, driving engagement, and connecting them to the innovations and features that move their business forward.

• Quickly ramp and own the relationship with 1-2 delivery partners (40+ FTEs each), setting performance expectations, SLAs, and quality standards, and holding partner leadership accountable for customer success outcomes.
• Design, build, and own scaled service offerings for Services CS — a new function for the team — defining the operating model, playbooks, staffing model, and success metrics from the ground up.
• Drive customer adoption, retention, and expansion by developing scalable engagement strategies, optimizing onboarding, and improving customer health scores for mid-market businesses with complex operations, delivered through partner teams.
• Implement operational frameworks, capacity plans, and performance metrics, to enhance the efficiency and effectiveness of partner-delivered CSM teams.
• Act as a strategic partner between Customer Success, Sales, Product, Support, and Vendor/Procurement teams to ensure a seamless customer journey across partner-delivered service.
• Advocate for customer needs, providing insights to product teams to influence future operational enhancements, particularly in automation, forecasting, and compliance reporting.
• Oversee high-priority customer escalations surfaced through partner teams, ensuring quick resolution and long-term customer satisfaction.
• Foster a culture of innovation, collaboration, and continuous improvement within partner organizations, driving engagement and quality without direct management authority.
• Utilize data-driven insights to refine processes, measure partner performance, and optimize scaled customer success strategies.

• 7+ years of experience leading a client success team, with a strong focus on mid-market B2B clients.
• 5+ years experience managing clients with one or more of the following service offerings:
  Payments, Bill Pay, Lending, Payroll/Workforce Management.
• Experience managing outsourced, BPO, or third-party delivery partners at scale (40+ FTE engagements), including SLA design, governance, and performance management.
• Proven ability to build, launch, and scale new service offerings or operating models in a high-growth environment.
• Experience in strategic planning, process optimization, and change management.
• Exceptional communication and stakeholder management skills, including experience influencing and holding accountable teams you don’t directly manage.
• 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.
• Strong knowledge of Intuit’s financial products a plus.

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

• Mountain View, CA $172,000- $233,000
• New York $160,000- $217,000
• San Diego, CA $143,500- $194,000