Partner Customer Success Manager

At Intuit, our Partner Customer Success Managers (PCSMs) are the cornerstone of our relationship with our most influential accounting partners. This role is a mission-critical position that directly impacts the success of accounting firms who, in turn, recommend and manage our products for countless businesses. As a PCSM, you will own the end-to-end journey for a portfolio of high-value firms as a dedicated strategic partner and trusted advisor. Your mission is to foster deep, lasting relationships, drive platform adoption, and quarterback complex integrations and implementations to ensure a seamless, premium VIP experience. 

You will collaborate closely with Sales, Professional Services, Support, and Product teams to ensure proactive engagement, and as a trusted advisor, help firms unlock the full value of Intuit’s ecosystem in a seamless experience. If you thrive in a fast-paced, customer-centric environment, enjoy solving complex problems, and are passionate about empowering our partners to succeed, this role is for you.

Responsibilities

• Serve as a dedicated strategic partner, ensuring accounting firms fully leverage Intuit’s platform to meet their needs.
• Manage the end-to-end firm experience from implementation to renewal, connecting the right teams—Sales, Professional Services, Support, and Product teams—to ensure a cohesive and high-quality experience that drives accountant satisfaction and platform adoption.
• Act as an accountant advocate, anticipating challenges and coordinating with internal teams (Sales, Professional Services, Support, and Product teams) to resolve issues efficiently
• Conduct regular check-ins, business reviews, and proactive outreach to assess firm health and provide guidance.
• Drive ongoing product education for firms on platform features, product capabilities, and best practice, helping them extract maximum value.
• Monitor key success metrics including support KPIs, usage trends, and subscription growth / attrition indicators to identify expansion and retention opportunities in partnership with the Sales team.
• Lead retention and renewal planning to ensure Accountants see long-term value and remain engaged.
• Capture and translate recurring product pain points into roadmap insights, advocating for enhancements that improve the accountant experience. 

Qualifications

• 5+ years of experience in Customer Success, Account Management, or B2B client or partner engagement. 
• Proven track record of driving product adoption, improving retention, and delivering business value within a large-scale matrixed organization. 
• Strategic problem solving skills and critical thinking to proactively identify risks and implement solutions. You can look beyond the 'here and now' to foresee challenges and develop innovative solutions.
• Data-driven mindset with proficiency in customer success tools (e.g., Quickbase, Salesforce) and analytics dashboards, leveraging insights to drive seamless firm experiences. 
• Excellent communication and relationship management skills, capable of guiding Accounting Firms at all levels.