Manager Customer Success Mid-market Premium Experiences 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.

• Develop and execute a comprehensive pipeline generation strategy aligned with the sales objectives of the Mid Market and Money teams
• Lead, mentor, and manage a team of 100 BDRs to meet or exceed pipeline generation targets
• Implement best practices for lead qualification processes to ensure the BDR team delivers high-quality, sales-ready leads to the sales teams
• Oversee the selection, implementation, and optimization of tools and technologies that enhance pipeline generation, such as CRM systems, lead scoring models, and sales enablement platforms
• Work closely with the Mid Market and Money sales leadership to ensure alignment on goals, priorities, and messaging. Collaborate on the development of go-to-market strategies and sales plays
• Establish a feedback loop between the BDR and sales teams to continuously refine lead generation and qualification criteria based on real-time insights from the field
• Partner with marketing teams to design and execute campaigns that drive lead generation
• Provide input on messaging, content, and tactics to ensure marketing efforts support BDR objectives
• Work with product management and marketing teams to ensure the BDRs are well-versed in product offerings and market trends, enabling them to engage effectively with prospects
• Build strong relationships with leaders in other departments, such as Marketing, Product, and Customer Success, to ensure alignment and support for pipeline generation initiatives

• BA/BS degree
• 10+ years of experience in sales, pre-sales, or business development, with at least 5 years in a leadership role overseeing large teams
• Proven track record of leading and scaling large BDR or sales teams, with a focus on pipeline generation and lead strategy
• Strong strategic planning skills, with the ability to develop and execute effective lead generation strategies
• Proficient in using data and analytics to drive decisions and optimize performance
• Excellent verbal and written communication skills, with the ability to influence and engage stakeholders at all levels
• Demonstrated ability to work collaboratively across departments to achieve shared goals
• Experience with CRM systems, sales enablement tools, and lead scoring models

• Set a bold vision for mobile – Define how our apps can uniquely empower small businesses to grow their audience, run campaigns, and build customer relationships from anywhere.
• Lead the mobile roadmap – Shape the end-to-end product strategy for iOS and Android, balancing core improvements with innovative, cross-platform opportunities.
• Enable two-way customer engagement – Build tools that let business owners communicate directly with customers, manage replies, and nurture relationships in real time.
• Deliver omnichannel value – Extend Mailchimp’s capabilities across touchpoints, integrating with web, email, and other surfaces to ensure mobile supports a full-funnel journey.
• Integrate the Intuit ecosystem – Create seamless experiences across Mailchimp, QuickBooks, and other Intuit tools, empowering small businesses to market smarter and operate more efficiently.
• Drive innovation with native capabilities and AI – Leverage platform features like push notifications, widgets, and personalization to make every interaction relevant and effortless.
• Be deeply customer-led – Partner with research, data science, and support to understand customer needs, prioritize high-impact work, and test rapidly.
• Deliver with excellence – Collaborate with engineering, design, and marketing to launch high-quality, performant updates. Define success metrics and continuously improve.
• Mentor and influence – Uplevel junior PMs and help shape how mobile fits into our broader product strategy, working closely with senior leaders across Intuit.

• 5-7 years of product management experience, with 3+ years leading mobile product development at scale.
• Deep mobile expertise, including familiarity with native UX, platform patterns, development practices, and app store dynamics.
• Strategic mindset, with a strong ability to define vision, prioritize ruthlessly, and communicate clearly across org levels.
• Customer obsession, with a strong pulse on the needs of small businesses and service-based entrepreneurs.
• Cross-functional fluency, with experience working closely with engineers, designers, marketers, and data teams.
• Strong analytical skills, with a data-informed approach to decision-making and experimentation.
• Experience building communication or messaging features, or integrating across multiple product surfaces, is a plus.
• Bonus: Experience with Intuit products, or products that blend marketing, commerce, and financial tools.

• 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 Senior Strategy and Operations Manager for Service Partnerships, you will be partnering with the Head of Strategic Partnerships to shape our partner strategy, define the operational framework for how we work with partners, and drive the execution of key initiatives that accelerate growth. This role requires a blend of strategic planning, analytical rigor, cross-functional leadership, and operational excellence. You will also partner closely with leaders across Sales, Partner Development Manager, Marketing, Product, and Finance to build a world-class service partner ecosystem.

• Partner Strategy & Planning:
  • Lead the annual and quarterly strategic planning process for the Service Partnerships team, ensuring alignment with overall company objectives.
  • Develop and refine our Ideal Partner Profile (IPP) and partner segmentation model to focus our resources on the highest-impact relationships.
  • Analyze market trends, competitive landscapes, and internal data to identify new opportunities for partner growth and program expansion.
• Go-to-Market (GTM) Program Development:
  • Design, launch, and manage scalable GTM programs and plays tailored for our service partners (e.g., co-selling initiatives, referral programs, industry-specific solutions).
  • Collaborate with Partner Marketing and Sales Enablement to create playbooks, assets, and training materials that empower partners to succeed.
  • Ensure seamless execution of GTM initiatives by establishing clear processes and communication channels with the sales and partner management teams.
• Operational Excellence & Process Optimization:
  • Establish and run the operating rhythm for the partnerships organization, including pipeline reviews, performance dashboards, and quarterly business reviews (QBRs).
  • Identify bottlenecks and inefficiencies in our partner processes (e.g., onboarding, deal registration, payments) and lead initiatives to streamline and automate them.
  • Act as the primary business owner for our partnership technology stack (e.g., PRM, CRM), ensuring it supports the needs of the business.
• Performance Measurement & Analytics:
  • Define and manage the key performance indicators (KPIs) for the service partner program, including partner-sourced revenue, new customer acquisition, and partner satisfaction.
  • Develop and maintain dashboards and reports to track performance, providing actionable insights and strategic recommendations to leadership.
  • Conduct deep-dive analyses to measure the ROI of partner programs and inform future investments.
• Cross-Functional Leadership:
  • Serve as a key strategic advisor to the Head of Partnerships and other senior leaders.
  • Build strong, collaborative relationships with stakeholders in Sales, Marketing, Finance, Legal, and Product to ensure alignment and drive initiatives forward.
  • Act as a senior escalation point for complex deal structures and commercial negotiations involving partners.

• 7+ years of experience in a strategic or operational role, such as business operations, sales strategy, GTM strategy, or management consulting.
• Direct experience working with or managing channel/service partnerships in a B2B SaaS or technology environment is strongly preferred.
• Proven success in designing, launching, and measuring the impact of strategic programs and GTM initiatives.
• Strong analytical and problem-solving skills, with the ability to translate complex data into clear insights and data-backed recommendations. Proficiency with Salesforce is required; experience with BI tools (e.g., Tableau, Looker) is a plus.
• Exceptional project management and organizational skills, with a demonstrated ability to manage multiple complex projects from conception to completion.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence and build consensus among stakeholders at all levels, including senior executives.
• An outcome-driven mindset with a bias for action, capable of seamlessly moving between high-level strategy and tactical execution.
• Bachelor's degree in Business, Finance, Economics, or a related field. An MBA is a plus. Or equivalent work experience.

• 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

Strategic Prospecting and Lead Generation:

• Conduct in-depth research to identify high-potential Mid-Market clients who can benefit from our QuickBooks solutions
• Leverage various channels, including online research, social media, industry events, and professional networks, to uncover new opportunities
• Qualify leads based on predefined criteria, assessing their fit and readiness for our offerings
• Develop and execute targeted outbound prospecting campaigns, utilizing cold calling, personalized email outreach, and other creative techniques to engage decision-makers

Relationship Building and Needs Assessment:

• Initiate meaningful conversations with key stakeholders in Mid-Market organizations, establishing trust and credibility
• Demonstrate active listening skills to uncover prospects' unique pain points, challenges, and business objectives related to financial management and accounting
• Build and maintain strong relationships through regular communication, value-added interactions, and a consultative approach

Appointment Setting and Sales Enablement:

• Coordinate and schedule high-impact meetings and product demonstrations for our sales team, ensuring seamless handoffs and well-prepared prospects
• Manage calendar availability and optimize scheduling to maximize productivity and minimize conflicts
• Equip prospects with relevant information, resources, and insights to pique their interest and prepare them for meaningful engagements with our sales team

Sales Support and Collaboration:

• Work closely with the sales team to ensure a smooth and efficient lead handoff process, providing comprehensive background information and context
• Assist in the development of customized proposals, presentations, and value propositions tailored to the unique needs of Mid-Market QuickBooks prospects
• Diligently track and update lead statuses, interactions, and outcomes in our CRM system, maintaining accurate and up-to-date records

Market Intelligence and Insight Generation:

• Stay abreast of industry trends, competitor activities, and Market dynamics specifically relevant to the Mid-Market segment and QuickBooks landscape
• Gather and synthesize valuable insights to inform strategic decision-making for our Marketing, product, and sales teams
• Contribute to the development of targeted messaging, value propositions, and go-to-Market strategies for the Mid-Market QuickBooks segment

• Bachelor's degree in Business, Marketing, or a related field preferred. Relevant experience in sales, lead generation, or business development, particularly in the Mid-Market segment, is a strong asset
• 2-5 years of experience in sales or as a BDR
• Exceptional communication skills, with the ability to articulate value propositions persuasively and build rapport with diverse stakeholders
• Strong interpersonal skills, with a talent for establishing and nurturing professional relationships based on trust, empathy, and mutual respect
• Self-motivated and results-driven, with a proactive mindset and a relentless focus on achieving goals and driving revenue growth
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and a keen understanding of lead tracking and management best practices
• Proven ability to thrive in a fast-paced, dynamic environment, adapting quickly to changing priorities and embracing new challenges with enthusiasm
• Curiosity and a continuous learning mindset, staying updated on industry trends, customer needs, and emerging opportunities in the Mid-Market QuickBooks space