Manager, Customer Success

We're looking for a technically deep, customer-obsessed leader to manage the Accounting Solutions Expert (ASE) team within Intuit Enterprise Suite Customer Success. The ASE team is a specialized, high-impact group that serves as the organization's go-to resource for complex accounting challenges. Through this, you are designing systemic solutions for Tier 3 issues (custom workarounds, API integrations, compliance-driven workflows) and providing real-time consultative co-engagement to drive adoption of advanced IES platform features.

As the M1 leading this team, you'll coach and develop a group of senior subject matter experts who sit at the intersection of deep accounting knowledge, product expertise, and customer-facing consulting.

Your role is to ensure the team's expertise is deployed strategically, their output is high-quality and scalable, and their insights feed back into product and operations to improve the broader IES customer experience.

Responsibilities

People Leadership & Expert Development

Lead, coach, and develop a team of Accounting Solutions Experts - senior individual contributors with deep accounting and product knowledge. Build a high-performance culture rooted in intellectual rigor, consultative excellence, and accountability. Manage performance, career growth, and workload distribution to ensure the team operates at capacity without burning out a high-demand resource.

Solution Quality & Delivery Oversight

Own the quality bar for ASE output across both engagement tracks:
Track 1 (systemic solution design - off-call research for Tier 3 issues including custom workarounds, third-party integrations, and API strategy) and Track 2 (workflow optimization - real-time co-engagement calls with CSMs and customers to drive adoption of advanced features like month-end close, multi-step approvals, and advanced reporting). Ensure Solution Design Documents are thorough, compliant (GAAP/IFRS where applicable), and actionable for CSM-led implementation.

Review and calibrate the team's work to maintain consistency and technical accuracy.

Engagement Governance & Triage

Own and refine the engagement model that governs how and when CSMs access ASE expertise. Ensure triage criteria are clear and consistently applied so the team focuses on true systemic problems and high-value adoption opportunities - not general 'how-to' questions or basic support. Monitor engagement volume, cycle times, and resolution quality to identify capacity constraints or process breakdowns.

Cross-Functional Partnership

Partner closely with CSM M1s and M2s to ensure smooth handoffs, pre-engagement requirements are met, and post-engagement follow-through is completed. Collaborate with Product Support (Tier 2/Tier
3), Professional Services, and Data Services on complex customer situations that span multiple teams. Champion the product feedback loop - ensuring the team systematically captures common customer friction points and unmet needs for quarterly review with Product Management.

Knowledge Scaling & Continuous Improvement

Drive knowledge transfer so ASE expertise doesn't stay siloed - ensure Solution Design Documents are logged in the internal knowledge base and reusable patterns are documented. Identify opportunities to create enablement content, playbooks, or training that levels up the broader CSM organization on accounting workflows. Continuously improve engagement SOPs, triage criteria, and quality standards as the team and program mature.

Qualifications

5+ years of experience in customer success, solutions consulting, technical account management, or a similar customer-facing role in SaaS or financial/accounting software. 2+ years of people management experience leading senior ICs or subject matter experts. Strong understanding of accounting principles and workflows (general ledger, month-end close, revenue recognition, multi-entity consolidation, or similar). Demonstrated ability to manage a specialized, high-demand resource - balancing quality, capacity, and strategic deployment.

Experience building or refining engagement models, triage processes, or escalation frameworks. Strong analytical and problem-solving skills…