Intuit
Group Manager, Customer Success, Mid-Market
Intuit, San Diego, California, United States, 92189
Group Manager, Customer Success, Mid-Market
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.
Overview 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 delivers AI-powered insights, enhances productivity through automation, and ensures 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.
The Opportunity 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 tasked with deepening relationships, maximizing platform value, and driving revenue and retention for IES customers. Our Customer Success Managers (CSMs) are trusted advisors who ensure customers achieve maximum value from IES. 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 mid-market and enterprise customers succeed on IES.
Responsibilities
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.
Customer And CSM Experience & Advocacy Champion a customer- and CSM-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 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.
Cross-Functional Partnership Collaborate with workforce management, capacity planning, service design, Sales, Product, and Support to improve onboarding, reduce friction, and drive IES adoption; provide customer and team insights to influence product improvements and GTM strategies.
Qualifications
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.
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 dynamic work environments and managing large-scale system and organizational change initiatives.
Skilled in executive influence and cross-functional partnerships.
Domain experience with QuickBooks and/or ERP systems (Sage Intacct, NetSuite) is a plus; industry experience in non-profit, construction, or real estate is beneficial.
Expertise in CS platforms and CRM (Salesforce, Gainsight, etc.).
Bachelor’s degree required; MBA preferred or equivalent experience.
Willingness to travel up to 25% across multiple teams; collaboration across groups is required.
Intuit provides a competitive compensation package with a strong pay-for-performance approach. This position is eligible for a cash bonus, equity rewards and benefits. The base pay range for Southern California is 190,000.00 - 257,000.00. Pay offers are based on job-related knowledge, skills, experience, and location.
What you’ll bring | How you will lead
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Software Development
#J-18808-Ljbffr
Overview 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 delivers AI-powered insights, enhances productivity through automation, and ensures 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.
The Opportunity 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 tasked with deepening relationships, maximizing platform value, and driving revenue and retention for IES customers. Our Customer Success Managers (CSMs) are trusted advisors who ensure customers achieve maximum value from IES. 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 mid-market and enterprise customers succeed on IES.
Responsibilities
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.
Customer And CSM Experience & Advocacy Champion a customer- and CSM-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 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.
Cross-Functional Partnership Collaborate with workforce management, capacity planning, service design, Sales, Product, and Support to improve onboarding, reduce friction, and drive IES adoption; provide customer and team insights to influence product improvements and GTM strategies.
Qualifications
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.
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 dynamic work environments and managing large-scale system and organizational change initiatives.
Skilled in executive influence and cross-functional partnerships.
Domain experience with QuickBooks and/or ERP systems (Sage Intacct, NetSuite) is a plus; industry experience in non-profit, construction, or real estate is beneficial.
Expertise in CS platforms and CRM (Salesforce, Gainsight, etc.).
Bachelor’s degree required; MBA preferred or equivalent experience.
Willingness to travel up to 25% across multiple teams; collaboration across groups is required.
Intuit provides a competitive compensation package with a strong pay-for-performance approach. This position is eligible for a cash bonus, equity rewards and benefits. The base pay range for Southern California is 190,000.00 - 257,000.00. Pay offers are based on job-related knowledge, skills, experience, and location.
What you’ll bring | How you will lead
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Software Development
#J-18808-Ljbffr