Head Strategic Customer Success jobs at Intuit in United States, Atlanta

Hybrid - Atlanta, based preferred

Leadership & People Management

• Lead, inspire, and develop a geographically distributed U.S. based team of Tier 2 technical specialists across multiple product domains.
• Foster a high-performance culture focused on accountability, continuous learning, and measurable outcomes.
• Provide strategic and tactical direction, ensuring alignment with mid-market objectives and customer impact metrics.
• Champion career development, mentoring, performance management, and team enablement.

Technical & Operational Execution

• Serve as a technical authority and escalation point for complex customer and support issues.
• Work hands-on with product, customer success, and data teams to root-cause systemic issues and deploy durable solutions.
• Partner closely with mid-market stakeholders to improve supportability across assisted experiences.
• Drive initiatives that enhance customer resolution rates and reduce friction in the support journey.

Customer-Facing Strategy

• Engage directly with customers, support teams, and partners to gather feedback, understand pain points, and translate insights into action.
• Act as a customer advocate to ensure voice-of-customer is integrated into product and operational roadmaps.

Cross-Functional Communication & Influence

• Build strong relationships across product, customer success, and cross-functional business partners.
• Navigate competing priorities and drive alignment on escalations, tooling improvements, and proactive support strategies.
• Create and deliver executive-level reporting and presentations on team performance, customer impact, and operational metrics.

Data-Driven Decision Making

• Utilize dashboards, analytics, and insights to inform prioritization, identify trends, and report on success metrics.
• Drive initiatives that promote scalability, automation, and repeatability of support processes.

Qualifications

• Bachelor’s degree or equivalent experience in a technical or business-related field.
• 5+ years of leadership experience , with at least 3 years managing high-performing technical teams.
• Proven ability to resolve critical escalations and influence cross-functional leadership, including product, customer success, and operational business teams.
• Strong operational mindset with the ability to prioritize effectively in a fast-paced, dynamic environment.
• Experience in mid-market support , internal communications , or supportability strategy is strongly preferred.
• Deep understanding of SaaS platforms , customer support systems, and customer success best practices.
• Outstanding communication, writing, and presentation skills, with the ability to convey complex ideas to diverse audiences.
• Demonstrated experience in driving cross-functional alignment , developing internal strategies, and delivering results that directly improve the customer experience.

Preferred Attributes

• Background in technical support, SaaS, or customer experience leadership.

• Serve as a dedicated trusted advisor, ensuring customers fully leverage IES to meet their business needs.
• Own the customer lifecycle, driving product adoption and customer satisfaction.
• Conduct regular check-ins, business reviews, and proactive outreach to assess customer health and provide guidance.
• Guide customers on high level IES features, best practices, and AI-powered insights to improve efficiency and growth.
• Act as a customer advocate, anticipating challenges and coordinating with internal teams (Sales, Support, Product) to resolve issues efficiently.
• Monitor key customer success metrics, such as health scores, usage trends, and retention indicators, to identify risk and expansion opportunities.
• Proactive identification of additional Intuit product ecosystem solutions to bring value to customers needs, and collaboration with Account Managers to introduce relevant products and services.
• Lead churn prevention strategies, ensuring customers see long-term value and remain engaged.
• Provide consistent feedback to support teams, influencing enhancements that better serve mid-market businesses

• 3+ years of experience in Customer Success, Account Management, or B2B Client Engagement.
• Experience working with mid-market customers, particularly in industries that require multi-entity financial management, inventory tracking, and AI-driven forecasting.
• Proven track record of driving product adoption, improving retention, and delivering business value.
• Strong problem-solving skills with the ability to proactively identify risks and implement solutions.
• Excellent communication and relationship management skills, capable of guiding customers at all levels.
• Experience in SaaS, cloud-based enterprise solutions, or financial management platforms.
• Ability to work cross-functionally with Sales, Support, and Product teams to drive seamless customer experiences.
• Data-driven mindset with proficiency in customer success tools (e.g., Quickbase, Salesforce) and analytics dashboards.

As the, you will:

Leadership & Team Management:

• Build a world-class Sales Development organization by coaching and motivating leaders to drive performance, accountability, and continual improvement.
• Lead BDR Managers and their respective teams of BDRs to deliver on business objectives
• Foster a culture of collaboration, innovation, and excellence, attracting and retaining top talent.

Strategy & Execution:

• Define and execute the vision, strategy, and roadmap for sales development, aligned to the growth objectives of our mid-market new business sales team.
• Partner with Marketing, Sales, and other cross-functional teams to create and refine demand generation strategies and lead qualification processes.
• Develop frameworks to ensure quality handoffs from Marketing to BDRs and then to the Mid-Market Account Executives.

Pipeline Growth:

• Drive sustainable pipeline generation through outbound prospecting, inbound lead qualification, and ecosystem partner channel development.
• Ensure that the BDR team delivers high-quality opportunities that convert into closed deals, contributing to the growth of the mid-market segment.
• Use data-driven insights and metrics to continuously refine strategy, processes, and resource allocation for maximum pipeline impact.

Operational Excellence:

• Establish scalable systems, processes, and tools to improve team efficiency and productivity.
• Implement and maintain rigorous performance tracking, forecasting, and reporting mechanisms to ensure alignment with corporate goals.
• Collaborate to enhance lead scoring models, CRM workflows, and Sales-Marketing alignment.

Coaching & Development:

• Act as the primary mentor for BDR Managers, ensuring they are equipped to coach their teams effectively.
• Develop and execute training programs to continuously upskill the BDR team on prospecting techniques, product knowledge, and industry insights.
• Encourage feedback and foster an environment of experimentation to refine go-to-market efforts.

Cross-Functional Collaboration:

• Partner closely with Mid-Market Sales leaders to ensure alignment between Sales Development and New Business goals.
• Work hand-in-hand with Marketing to optimize demand generation campaigns and outbound messaging strategies.
• Represent the Sales Development function in executive leadership meetings, sharing insights, challenges, opportunities, and results.

• Experience:
  • 10+ years of experience in sales development, business development, or new business sales roles, with 5+ years in leadership positions managing managers and teams.
  • Proven success building and scaling sales/BDR teams within a fast-growth, scrappy, or startup-like environment, especially around new market segments.
  • Deep understanding of mid-market sales dynamics and long-cycle consultative selling.
• Leadership:
  • Exceptional leadership skills with a proven track record of inspiring and motivating teams to deliver results.
  • Experience coaching leaders to cultivate talent and scale organizations effectively.
  • Executive presence with the ability to influence and communicate effectively across all levels of the organization.
• Strategy & Results:
  • Demonstrated ability to define and execute innovative strategies that drive pipeline growth in alignment with business priorities.
  • Hypothesis-driven and analytical thinker with a data-informed approach to optimizing processes and decision-making.
• Collaboration:
  • Strong cross-functional experience working with Marketing, Sales, and Revenue Operations to drive shared initiatives.
  • Ability to build trusted relationships across teams and functions, empowering alignment and shared accountability.
• Technical Skills:
  • Expertise with CRM tools (e.g., Salesforce), sales enablement platforms, and analytics frameworks for data-driven decision-making.
  • Familiarity with modern outbound techniques (e.g., sequencing tools, LinkedIn Sales Navigator, etc.).
• Cultural Fit:
  • Entrepreneurial mindset and willingness to roll up your sleeves to build from the ground up.
  • Customer-obsessed with an unwavering commitment to delivering value.

Transformational Leadership:

• Lead a team consisting of Sales Engineers, Solution Consultants, and Specialist Sellers, managing leaders who, in turn, oversee their respective teams.
• Develop a strategic vision that transforms the Sales Engineering function into a best-in-class organization capable of scaling with the rapid growth of our mid-market business.
• Inspire and motivate teams to embrace a collaborative and customer-first culture focused on delivering measurable outcomes.

Strategic Alignment:

• Act as the primary liaison between Sales, Product, and Marketing to align Sales Engineering efforts with key business priorities.
• Collaborate with Product and Engineering teams to influence the product roadmap based on customer insights and field feedback.
• Translate product capabilities into compelling competitive advantage narratives that bolster the sales team’s ability to successfully position solutions.

Sales Enablement:

• Establish frameworks for technical demonstrations, product walkthroughs, and consultative selling methods that enhance buyer confidence and move deals through the funnel.
• Partner closely with the sales team to identify opportunities for improving attach rates for complementary and ancillary products.
• Drive the implementation and adoption of new tools, processes, and systems designed to streamline solution-selling.

Operational Excellence:

• Design scalable operating mechanisms that enable the Sales Engineering function to deliver consistent impact across teams and customers.
• Set clear priorities, establish performance standards, and track KPIs to measure success and drive continual improvement.
• Proactively anticipate business needs, plan for future growth, and identify opportunities for process optimization.

Team Development:

• Coach and mentor managers, ensuring they are equipped to lead high-performing teams and foster career growth for their employees.
• Build and scale training programs that strengthen product knowledge, technical expertise, and consultative selling skills across the function.
• Create an inclusive, high-energy environment that attracts and retains top talent with diverse skill sets.

Insights & Cross-Functional Collaboration:

• Actively gather and synthesize customer, market, and sales insights, delivering actionable recommendations that inform marketing, product, and operational strategies.
• Bring an external perspective and customer-centric voice to Product and Engineering, advocating for features, tools, and investments that address unmet market needs.
• Represent the Sales Engineering function as a thought leader across executive forums, internal partners, and customer engagements.

• Leadership & Strategy:
  • 5+ years of leadership experience in Sales Engineering, Pre-Sales, Solutions Consulting, or a related function, with 3+ years managing leaders and scaling teams.
  • Proven track record of transforming technical sales organizations into strategic, outcome-focused partners to Sales and Product.
  • Strong executive presence, with the ability to influence and communicate effectively across teams, levels, and organizational boundaries.
• Sales & Technical Experience:
  • Prior experience in SaaS, marketing, or B2B software sales, including a deep understanding of solution-selling and technical enablement processes.
  • Demonstrated ability to improve attach rates and adoption of ancillary/complementary products through sales team enablement and improved messaging.
  • Experience working closely with Product teams to drive actionable insights, influence roadmaps, and create alignment between field operations and product development.
• Operational Excellence:
  • Strong analytical skills with the ability to assess performance, identify opportunities, and design scalable processes and systems.
  • Expertise in using data to track KPIs, improve outcomes, and inform decision-making at every level of the organization.
  • Proficiency with CRM tools (e.g., Salesforce) and sales enablement platforms, as well as familiarity with technical demo tools and systems.
• Personal Qualities:
  • Strong emotional intelligence, empathy, and ability to inspire teams at all levels.
  • Exceptional problem-solving skills and comfort leading teams in dynamic, evolving environments.
  • Unwavering customer obsession and a “roll up your sleeves” attitude that thrives in collaborative, fast-paced settings.

• Role model Intuit’s Values and foster an Inclusive Environment
• Prospect and proactively make recommendations to drive improvements for existing customers business
• Articulate the Intuit Value Propositions of the Quickbooks Online Ecosystem showcase the understanding of Intuit’s strategies and products relative to major competitors
• C-Level Executive presentation skills with clear ability to utilize tools to deliver a compelling ROI for the customer
• Grow and manage a Sales funnel and maintain a sustainable sales cycle to meet quarterly sales targets
• Ability to utilize key stakeholders to help influence the buying process
• Navigate complex selling processes while fostering deep understanding of key Partners and their abilities to deliver against the customer’s needs in the buying process
• Cross-functional facilitator - Leverage all resources to support business relationship growth and execution
• Utilize all resources to close deals with greater scale and efficiency
• Key metrics of success to include Quota Attainment, Close Rates, Pipeline Velocity, and Retention improvements

• At least 5+ years of quota carrying software or technology sales and corporate account management experience
• Minimum of 5+ years of excellent territory building and territory management with account territory across multiple states and industries
• Working with SaaS customers who own multiple locations (5+ sites) and have an annual revenue size of $5M+
• Experience selling SaaS platform solutions across various industries with negotiated rates/terms
• High EQ/IQ - Business and Sales Acumen (Innovate and Iterate)
• Exceptional financial acumen and prior sales experience with Accounting, ERP, or other Financial Management Software, including experience with data integration
• Accounting workflow knowledge and understanding of P&L and balance sheets
• Demonstrated capability in managing a large pipeline of prospects through Salesforce, while supporting multiple Partners through the sales process
• Proven experience in utilizing key sales methodologies such as Challenger, SPIN, Solution or Sandler
• Proven background and understanding of a Client Management lifecycle
• Work well within a team of various stakeholders (Sales Engineer, Solution Specialist, Customer Success, Sales Operations)
• Works well with modern sales technology to build outcomes
• Quarterly KPI’s and sales targets
• Bachelor’s degree or MBA preferred

This is a hybrid role that requires on-site work approximately at least days per week to foster collaboration and strong working relationships. Domestic travel may be required up to 10% of the time, especially during the initial onboarding period. The ability to work extended hours during peak fraud analysis periods is essential.

• Lead and empower a large organization (70-100+) of risk investigators
• Proactively drive operational effectiveness through goal definition, KPI assessment (e.g. quality, handle time, and service level commitments), and continuous improvement to achieve all audit and control requirements and business KPIs.
• Advocate for our customer by sharing the impact of friction points on our customers, considering risk, customer behaviors and the customer impact when making risk decisions.
• Utilize data-driven insights to assess and track KPIs , measure program effectiveness, and identify and develop compelling business cases to simplify fraud detection, streamline operational response efforts, and reduce fraud/risk occurrences.
• Collaborate with senior leadership (e.g. Operations Director and Chief Risk Officer) to align on strategic vision and contribute to organizational direction and cross functionally to ensure KPI achievement.
• Develop and maintain expertise in all financial products and risk factors , to stay informed of industry trends and actively contribute to the Risk Management community.
• Contribute to operational policy development and prioritize initiatives that drive improvements in risk detection, risk mitigation, or our customer experience.
• Demonstrate exceptional leadership by inspiring and developing personnel, upholding integrity and professionalism standards, and exhibiting personal composure during crisis management.
• Conduct in-depth investigations of risk-based anomalies, leveraging investigation results and personal expertise to make high stakes decisions.

• Domain Expertise : 7+ years of proven experience in fraud investigations, underwriting, risk operations, or a related field within the e-commerce, banking, or financial services industry.
• Operational Leadership : 5+ years of experience in Risk Operations, preferably within Fintech, including 3+ years leading teams of 50+ (individual contributors and managers) to ultimately exceed performance goals.
• Strategic Mindset : A demonstrated strategic thinker who translates business objectives into actionable plans, achieving measurable success in a complex environment.
• Decision Making : Exercises sound risk-based judgment and customer impact to determine and execute effective solutions within dynamic, evolving environments. Exhibits meticulous attention to detail, sophisticated critical thinking, and robust organizational skills essential for adaptability and success.
• Communication and Influence : Exceptional communication and interpersonal skills with a proven track record of building strong relationships and influencing decision-making across all organizational levels. Delivers difficult messages effectively, synthesizes complex information into clear recommendations, and uses compelling narratives to drive positive change in risk operations practices.
• Strong Execution Skills : Proven ability to lead and execute complex initiatives with multiple stakeholders, effectively prioritizing projects and deadlines based on criticality and risk to maximize impact.
• Data Fluency : Strong analytical acumen and proven ability to use data (dashboards, ad-hoc reports, and spreadsheets) to identify problems, inform strategic decisions, and assess the impact of operational processes.
• Stakeholder Management : Expertly navigates conflicting stakeholder interests, builds strong and collaborative relationships, and effectively influences stakeholders at all levels within a cross-functional or matrixed environment to drive alignment and results.
• Education : Bachelor’s degree in a related field such as Accounting, Finance, Data, or Criminal Justice and/or industry certifications preferred.

• Lead and build the newly created Revenue Operations team for the Money business.
• Serve as a trusted business partner to the VP of Money Sales and their leadership team, influencing key priorities and shaping strategic direction.
• Provide thought leadership on sales operational excellence to accelerate revenue growth.
• Drive the operating cadence and manage key communications for the VP of Money Sales.
• Spearhead critical initiatives, from strategy development and planning through to execution.
• Lead cross-functional projects to drive sales growth by proactively identifying, clarifying, and resolving critical issues and dependencies.
• Collaborate with analytics teams to deliver data-driven insights to sales teams through Salesforce reporting and other channels.

• 10+ years of experience in Management Consulting or Strategy & Operations, with a proven track record of delivering growth by partnering with customer-facing teams.
• Strong preference for experience with sales teams specializing in payments or other financial products.
• Exceptional analytical skills, with the ability to distill complex data into a clear narrative, build financial models, create forecasts, and explain key assumptions.
• Deep understanding of Salesforce and related sales tools, with the ability to leverage process and data to optimize sales performance.
• Proven ability to lead complex projects and deliver revenue in a fast-paced environment.
• Agility to adapt to new information and a high degree of comfort operating with ambiguity.
• Experience in defining objectives, mapping deliverables, establishing deadlines, and working with teams to drive results.
• Excellent cross-functional collaborator with a talent for building connections, establishing rapport, and driving results in a matrixed environment.
• Exceptional executive communication skills, with a proven ability to gain buy-in for strategic recommendations at all levels of the organization.