Senior Manager, Partner Customer Success

At Intuit, the Senior Manager, Partner Customer Success is the architect behind the individuals who lead our most influential accounting partnerships. Your mission is to build, coach, and scale a team of PCSMs who move beyond the 'launch' phase to become indispensable strategic anchors for high-value firms. You will ensure your team successfully connects the dots between a firm’s business goals and the full breadth of the Intuit ecosystem, driving deep platform adoption and identifying expansion opportunities that transform IES into a firm’s primary growth engine.

Responsibilities

• Post-Implementation Maturity: Lead the team in transitioning firms from 'newly onboarded' to 'fully optimized.' Focus on deep-tier feature adoption and workflow integration that cements IES as the firm's operational bedrock.
• Partner Enablement & Scale: Coach the team to build scalable 'train-the-trainer' enablement programs. Equip firm leadership with the expertise and resources they need to confidently enable their end-users, driving deep engagement with key new features that unlock mutual value and scale.
• Strategic Growth & NRR Ownership: Drive team-wide accountability for Net Recurring Revenue (NRR) through proactive expansion. Coach PCSMs to identify 'white space' within a firm’s existing client base where additional IES solutions can drive mutual profitability.
• Lifecycle Advisor Coaching: Mentor PCSMs on navigating complex, multi-year partnership lifecycles. Train the team to lead high-impact Business Reviews that focus on future-state ROI rather than past-tense support metrics.
• Accountant Advocacy & Roadmap Strategy: Act as the 'voice of the accountant' at the leadership level. Translate recurring feedback from mature, high-scale users into actionable roadmap insights for Product and Engineering teams to ensure the platform scales with our partners.
• Cross-Functional Growth Orchestration: Serve as the strategic bridge between Sales and Product. Ensure your team effectively 'quarterbacks' internal resources to solve complex, long-term business challenges for partners, maintaining a 'VIP' experience throughout the entire partnership.
• Retention & Health Governance: Leverage tools like Salesforce and Quickbase to monitor usage trends and health indicators. Architect sophisticated 'save' strategies and proactive intervention plans for mature accounts that may be plateauing in their platform usage.

Qualifications

• Experience: 8+ years of experience in Customer Success or Account Management, with at least 3+ years specifically leading teams in a high-touch B2B or SaaS environment.
• Accounting Domain Expertise: Deep understanding of accounting/bookkeeping fundamentals and mid-market firm workflows. You must be able to 'speak the language' to mentor your team through complex fina