Intuit
Group Manager, Customer Success, Mid-Market
Intuit, San Diego, California, United States, 92189
Overview
About Intuit: Intuit is a global technology platform dedicated to helping consumers and small businesses prosper. As a leader in financial software, we provide innovative solutions that empower our customers to manage their finances effectively. Our Mid-Market (MM) vision is to be the best business solution in the industry for MM customers, delivering a personalized human engagement throughout the entire journey with deep expertise in their industry. MM customers expect a customized software, support and services solution. The Intuit Enterprise Suite (IES) is our comprehensive offering for complex businesses, providing integrated accounting, payroll, and payment solutions. The Opportunity: Intuit is revolutionizing the mid-market with its most pivotal offering, the Intuit Enterprise Suite (IES)—a groundbreaking, all-in-one solution engineered to empower businesses with complex needs to achieve unparalleled growth, streamline operations, and scale with confidence. This integrated platform eradicates the inefficiencies of managing multiple applications by delivering AI-powered insights, boosting productivity through smart automation, and ensuring compliant, error-free operations. IES provides comprehensive capabilities including advanced financial management, integrated payroll and payments, automated marketing, third-party app access, and expert support, with industry-specific customizations for construction, non-profit, and project-based businesses in the U.S., marking a monumental stride in Intuit\'s strategy to capture the global mid-market opportunity. The Role : Intuit is seeking a highly skilled and experienced leader of Customer Success Managers to join our Expert Network organization, supporting our growing Intuit Enterprise Suite (IES) customer base. This leadership role is pivotal for deepening relationships with customers, maximizing the value of the platform and growing revenue and retention of IES customers. As a
Group Manager of Customer Success Management , you will lead a large-scale organization of 100+ CSMs and Managers, set the vision, build leadership capability, and drive operational excellence to help our mid-market and enterprise customers succeed on IES. You will be a culture builder shaping the next level of talent in our IES organization and championing the role of our CSMs as the quarterback of the customer experience. This is a unique opportunity to lead one of the largest CSM organizations at Intuit, shaping how mid-market and enterprise businesses succeed with IES. What you\'ll bring 10+ years in customer-facing SaaS leadership roles, with 5+ years leading managers of managers. Experience scaling CSM orgs of 100+ people; strong track record in mid-market/enterprise SaaS. Team & talent builder with a proven track record as a talent steward with demonstrated history of hiring, leading and developing a high performing and engaged team. Proven ability to design and operationalize customer success transformation (segmentation, performance management, enablement). Data-driven leader with experience managing retention, customer health, TNPS, and org efficiency metrics. Change leader with experience in a dynamic work environment, managing and executing complex system and organizational change initiatives at scale. Skilled in influencing at the executive level and building cross-functional partnerships. Domain specific experience, prior experience with QuickBooks and/or competitor ERPs (Sage Intacct, NetSuite) is a plus. Experience in industries relevant to target verticals, such as non-profit, construction, or real estate, would also be beneficial. Expertise in customer success platforms and CRM (Salesforce, Gainsight, etc.). Bachelor’s degree required; MBA preferred or equivalent experience. As this role will require collaboration across multiple teams, it will require up to 25% travel. How you will lead Strategic Leadership : Define and execute the CSM organization strategy to improve retention, adoption, and customer outcomes, in alignment with IES growth objectives. Team Management & Development : Lead and mentor a distributed team of 100+ CSMs through Manager 2s and Manager 1s; build a high-performance culture emphasizing coaching, consistency, accountability, and consultative customer engagement. Customer Retention & Growth : Ensure CSMs focus on retention, expansion and renewal readiness, including identification of cross-sell/upsell opportunities in collaboration with Account Managers; drive the next evolution of differentiated experience with CX leaders to enable growth and prioritize high-ARR and multi-entity customers. Customer And CSM Experience & Advocacy : Champion a customer and CSM experience-focused environment; drive Expert Network delivery teams and work with internal partners to deliver experiences that build relationships, resolve issues, attract and retain CSMs, and create promoters across both groups. Operational Excellence : Execute a rigorous performance management system with quality scorecards, coaching cadences, and clear accountability for outcomes; standardize role expectations at key moments of truth; champion adoption of modern CS tools to streamline workflows and provide a full 360° customer view. Cross-Functional Partnership : Partner with workforce management, capacity planning, and service design to ready our teams for growth; collaborate with Sales, Product, and Support to simplify onboarding, reduce customer friction, and improve IES adoption; provide customer and team insights to influence product improvements and GTM strategies. Compensation: Intuit provides a competitive compensation package with a strong pay-for-performance rewards approach. The expected base pay range for this position is Southern California $190,000.00 - $257,000.00. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with applicable plans and programs. Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. Intuit conducts regular comparisons across categories of ethnicity and gender to drive ongoing fair pay for employees. Seniority level
Mid-Senior level Employment type
Full-time Job function
Other Industries: Software Development
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About Intuit: Intuit is a global technology platform dedicated to helping consumers and small businesses prosper. As a leader in financial software, we provide innovative solutions that empower our customers to manage their finances effectively. Our Mid-Market (MM) vision is to be the best business solution in the industry for MM customers, delivering a personalized human engagement throughout the entire journey with deep expertise in their industry. MM customers expect a customized software, support and services solution. The Intuit Enterprise Suite (IES) is our comprehensive offering for complex businesses, providing integrated accounting, payroll, and payment solutions. The Opportunity: Intuit is revolutionizing the mid-market with its most pivotal offering, the Intuit Enterprise Suite (IES)—a groundbreaking, all-in-one solution engineered to empower businesses with complex needs to achieve unparalleled growth, streamline operations, and scale with confidence. This integrated platform eradicates the inefficiencies of managing multiple applications by delivering AI-powered insights, boosting productivity through smart automation, and ensuring compliant, error-free operations. IES provides comprehensive capabilities including advanced financial management, integrated payroll and payments, automated marketing, third-party app access, and expert support, with industry-specific customizations for construction, non-profit, and project-based businesses in the U.S., marking a monumental stride in Intuit\'s strategy to capture the global mid-market opportunity. The Role : Intuit is seeking a highly skilled and experienced leader of Customer Success Managers to join our Expert Network organization, supporting our growing Intuit Enterprise Suite (IES) customer base. This leadership role is pivotal for deepening relationships with customers, maximizing the value of the platform and growing revenue and retention of IES customers. As a
Group Manager of Customer Success Management , you will lead a large-scale organization of 100+ CSMs and Managers, set the vision, build leadership capability, and drive operational excellence to help our mid-market and enterprise customers succeed on IES. You will be a culture builder shaping the next level of talent in our IES organization and championing the role of our CSMs as the quarterback of the customer experience. This is a unique opportunity to lead one of the largest CSM organizations at Intuit, shaping how mid-market and enterprise businesses succeed with IES. What you\'ll bring 10+ years in customer-facing SaaS leadership roles, with 5+ years leading managers of managers. Experience scaling CSM orgs of 100+ people; strong track record in mid-market/enterprise SaaS. Team & talent builder with a proven track record as a talent steward with demonstrated history of hiring, leading and developing a high performing and engaged team. Proven ability to design and operationalize customer success transformation (segmentation, performance management, enablement). Data-driven leader with experience managing retention, customer health, TNPS, and org efficiency metrics. Change leader with experience in a dynamic work environment, managing and executing complex system and organizational change initiatives at scale. Skilled in influencing at the executive level and building cross-functional partnerships. Domain specific experience, prior experience with QuickBooks and/or competitor ERPs (Sage Intacct, NetSuite) is a plus. Experience in industries relevant to target verticals, such as non-profit, construction, or real estate, would also be beneficial. Expertise in customer success platforms and CRM (Salesforce, Gainsight, etc.). Bachelor’s degree required; MBA preferred or equivalent experience. As this role will require collaboration across multiple teams, it will require up to 25% travel. How you will lead Strategic Leadership : Define and execute the CSM organization strategy to improve retention, adoption, and customer outcomes, in alignment with IES growth objectives. Team Management & Development : Lead and mentor a distributed team of 100+ CSMs through Manager 2s and Manager 1s; build a high-performance culture emphasizing coaching, consistency, accountability, and consultative customer engagement. Customer Retention & Growth : Ensure CSMs focus on retention, expansion and renewal readiness, including identification of cross-sell/upsell opportunities in collaboration with Account Managers; drive the next evolution of differentiated experience with CX leaders to enable growth and prioritize high-ARR and multi-entity customers. Customer And CSM Experience & Advocacy : Champion a customer and CSM experience-focused environment; drive Expert Network delivery teams and work with internal partners to deliver experiences that build relationships, resolve issues, attract and retain CSMs, and create promoters across both groups. Operational Excellence : Execute a rigorous performance management system with quality scorecards, coaching cadences, and clear accountability for outcomes; standardize role expectations at key moments of truth; champion adoption of modern CS tools to streamline workflows and provide a full 360° customer view. Cross-Functional Partnership : Partner with workforce management, capacity planning, and service design to ready our teams for growth; collaborate with Sales, Product, and Support to simplify onboarding, reduce customer friction, and improve IES adoption; provide customer and team insights to influence product improvements and GTM strategies. Compensation: Intuit provides a competitive compensation package with a strong pay-for-performance rewards approach. The expected base pay range for this position is Southern California $190,000.00 - $257,000.00. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with applicable plans and programs. Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. Intuit conducts regular comparisons across categories of ethnicity and gender to drive ongoing fair pay for employees. Seniority level
Mid-Senior level Employment type
Full-time Job function
Other Industries: Software Development
#J-18808-Ljbffr