Intuit Manager Customer Success Mid-Market Premium Experiences 

United States, Georgia, Atlanta 

20740394

• Team Leadership and Development:

○ Recruit, onboard, mentor, and develop a high-performing team of Customer Success Managers.○ Provide ongoing coaching, feedback, and performance management to ensure individual and team goals are met.○ Identify individual strengths and development areas, creating personalized growth plans.○ Foster a positive, collaborative, and results-oriented team culture.○ Conduct regular team meetings and 1:1s to share updates, address challenges, and provide support.

• Customer Success Strategy and Execution:

○ Understand and contribute to the overall Customer Success strategy and translate it into actionable plans for your team.○ Ensure your team consistently delivers exceptional customer experiences and achieves key customer success metrics (e.g., adoption, retention, satisfaction, growth).○ Monitor customer health scores and proactively identify and mitigate risks to customer success.○ Collaborate with Sales, Product, and other internal teams to ensure a seamless customer journey.○ Contribute to the development and optimization of customer success processes, playbooks, and tools.

• Performance Management and Reporting:

○ Define and track key performance indicators (KPIs) for your team and individual CSMs.○ Analyze performance data to identify trends, areas for improvement, and successes.○ Provide regular reports on team performance and customer health to leadership.○ Implement strategies to improve team efficiency and effectiveness.

• Customer Advocacy and Escalation Management:

• 5+ years of experience in customer success leadership, account management, or enterprise client engagement all within mid-market industries.
• Proven ability to lead and scale high-performing teams in a customer-centric environment.
• Strong expertise in SaaS solutions, financial management, or enterprise software, with a deep understanding of Intuit Enterprise Suite (IES) and its relevance for mid-market clients.
• Experience in service delivery, process optimization, and change management.
• Exceptional communication with the ability to drive cross-functional collaboration.
• Ability to leverage analytics and performance metrics to make data-driven decisions.
• A passion for customer success, innovation, and building long-lasting client relationships in the mid-market space.