Senior Manager, Customer Success (Money)

Intuit is a leading financial software company, and they are seeking a Senior Manager for their Customer Success team focused on Money. This role involves guiding Customer Success Managers, developing engagement strategies, and fostering a culture of excellence while ensuring long-term customer success for mid-market clients.

Responsibilities:

• Lead, mentor, and develop a team of Customer Success Managers, ensuring alignment with company goals and customer success best practices
• Drive customer adoption, retention and expansion by developing scalable engagement strategies, optimizing onboarding, and improving customer health scores for mid-market businesses with complex operations
• Implement operational frameworks and performance metrics to enhance the efficiency and effectiveness of CSM teams
• Act as a strategic partner between Customer Success, Sales, Product, and Support teams to ensure a seamless customer journey
• Advocate for customer needs, providing insights to product teams to influence future operational enhancements, particularly in automation, forecasting, and compliance reporting
• Oversee high-priority customer escalations, ensuring quick resolution and long-term customer satisfaction
• Foster a culture of innovation, collaboration, and continuous improvement, driving engagement and professional growth within the CSM organization
• Utilize data-driven insights to refine processes, measure impact, and optimize customer success strategies

Requirements:

• 7+ years of experience leading a client success team, with a strong focus on mid-market B2B clients
• 5+ years experience managing clients with one or more of the following service offerings: Payments, Bill Pay, Lending, Payroll/Workforce Management
• Proven ability to build, lead and scale high-performing teams in a high growth environment
• Experience in strategic planning, process optimization, and change management
• Exceptional communication and stakeholder management skills, 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
• Strong knowledge of Intuit's financial products a plus