Intuit · 5 hours ago
Group Manager, Customer Success, Mid-Market
Atlanta, GA
Full-time
Onsite
Director/Executive
10+ years expIntuit is a global technology platform dedicated to helping consumers and small businesses prosper. They are seeking a Group Manager of Customer Success Management to lead a large-scale organization of Customer Success Managers, focusing on customer retention, growth, and operational excellence for their Intuit Enterprise Suite customers.
AccountingFinancial ServicesFinTechPaaSSoftware
Responsibilities
Define and execute the CSM organization strategy to improve retention, adoption, and customer outcomes, in alignment with IES growth objectives
Drive transformation across our customer coverage model, CSM capability, performance management, automation & tools, and talent strategy
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
Ensure CSMs focus on retention, expansion and renewal readiness, including identification of cross-sell/upsell opportunities in collaboration with Account Managers
Drive the next evolution of differentiated experience in partnership with our CX leaders to enable growth and prioritize high-ARR and multi-entity customers
Champion a customer and CSM experience focused environment…drive the Expert Network delivery teams and work with internal partners to deliver experiences that build relationships with our customers, resolve customer issues, attract, and retain our CSM’s, and create promoters across both groups
Champion the voice of the customer internally and ensure customer feedback is translated into actionable insights through executive influence and cross functional partnerships
Build a proactive, customer centric culture focused on ensuring our customers maximize their benefit of the platform and we are partners in their growth and prosperity
Execute a rigorous performance management system with quality scorecards, coaching cadences, and clear accountability for outcomes
Standardize role expectations at key moments of truth (MOTs), reinforcing proactive problem-solving, empathy, and advocacy
Champion adoption of modern CS tools (Salesforce CXM, automation, next-best-action prompts) to streamline workflows and provide a full 360° customer view
Partner with key groups including workforce management, capacity planning, and service design to ready our teams for growth and build confidence for our CSM’s
Collaborate with Sales, Product, and Support to simplify onboarding, reduce customer friction, and improve IES adoption
Provide customer and team insights to influence product improvements and GTM strategies
Qualification
Required
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
Team & talent builder with a proven track record as a talent steward with demonstrated history of hiring, leading and developing a high performing and engaged team
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 a dynamic work environment, managing and executing complex system and organizational change initiatives at scale
Skilled in influencing at the executive level and building cross-functional partnerships
Expertise in customer success platforms and CRM (Salesforce, Gainsight, etc.)
Bachelor's degree required
As this role will require collaboration across multiple teams, it will require up to 25% travel
Preferred
Domain specific experience, prior experience with QuickBooks and/or competitor ERPs (Sage Intacct, NetSuite) is a plus
Experience in specific industries relevant to target verticals, such as non-profit, construction, or real estate, would also be beneficial
MBA preferred or equivalent experience
Benefits
Cash bonus
Equity rewards
Benefits
Company
Intuit
Intuit provides financial software solutions to empower individuals and businesses.
10001+ employees
H1B Sponsorship
Intuit has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (693)
2024 (550)
2023 (586)
2022 (842)
2021 (773)
2020 (514)
Funding
Current Stage
Public CompanyTotal Funding
$8.52BKey Investors
JP Morgan Chase
2025-01-31Post Ipo Debt· $4.5B
2023-09-12Post Ipo Debt· $4B
2011-01-19Post Ipo Equity· $6.7M
Leadership Team
Sasan Goodarzi
Chief Executive Officer
Alex Balazs
Chief Technology Officer
Recent News
2026-01-22
2026-01-22
Company data provided by crunchbase