[Remote] Manager, Customer Success

Note: The job is a remote job and is open to candidates in USA. Intuit is a leading financial software company, and they are seeking a Manager for their Customer Success team. This role involves leading and developing a team of Accounting Solutions Experts to tackle complex accounting challenges and improve customer experience through consultative engagement and systemic solution design.

Responsibilities

• Lead, coach, and develop a team of Accounting Solutions Experts — senior individual contributors with deep accounting and product knowledge
• Build a high-performance culture rooted in intellectual rigor, consultative excellence, and accountability
• Manage performance, career growth, and workload distribution to ensure the team operates at capacity without burning out a high-demand resource
• Own the quality bar for ASE output across both engagement tracks: Track 1 (systemic solution design — off-call research for Tier 3 issues including custom workarounds, third-party integrations, and API strategy) and Track 2 (workflow optimization — real-time co-engagement calls with CSMs and customers to drive adoption of advanced features like month-end close, multi-step approvals, and advanced reporting)
• Ensure Solution Design Documents are thorough, compliant (GAAP/IFRS where applicable), and actionable for CSM-led implementation
• Review and calibrate the team's work to maintain consistency and technical accuracy
• Own and refine the engagement model that governs how and when CSMs access ASE expertise
• Ensure triage criteria are clear and consistently applied so the team focuses on true systemic problems and high-value adoption opportunities — not general "how-to" questions or basic support
• Monitor engagement volume, cycle times, and resolution quality to identify capacity constraints or process breakdowns
• Partner closely with CSM M1s and M2s to ensure smooth handoffs, pre-engagement requirements are met, and post-engagement follow-through is completed
• Collaborate with Product Support (Tier 2/Tier 3), Professional Services, and Data Services on complex customer situations that span multiple teams
• Champion the product feedback loop — ensuring the team systematically captures common customer friction points and unmet needs for quarterly review with Product Management
• Drive knowledge transfer so ASE expertise doesn't stay siloed — ensure Solution Design Documents are logged in the internal knowledge base and reusable patterns are documented
• Identify opportunities to create enablement content, playbooks, or training that levels up the broader CSM organization on accounting workflows
• Continuously improve engagement SOPs, triage criteria, and quality standards as the team and program mature

Skills

• 5+ years of experience in customer success, solutions consulting, technical account management, or a similar customer-facing role in SaaS or financial/accounting software
• 2+ years of people management experience leading senior ICs or subject matter experts
• Strong understanding of accounting principles and workflows (general ledger, month-end close, revenue recognition, multi-entity consolidation, or similar)
• Demonstrated ability to manage a specialized, high-demand resource — balancing quality, capacity, and strategic deployment
• Experience building or refining engagement models, triage processes, or escalation frameworks
• Strong analytical and problem-solving skills with the ability to translate complex technical issues into clear action plans
• Proven ability to influence cross-functionally and partner with operational leaders in a matrixed organization
• CPA, CMA, or equivalent accounting credential, or significant hands-on accounting experience
• Experience with mid-market or enterprise ERP/accounting platforms (QuickBooks Enterprise, Intuit Enterprise Suite, NetSuite, Sage, or similar)
• Background in solutions engineering, solutions consulting, or technical pre/post-sales
• Familiarity with API integrations, third-party app ecosystems, or compliance frameworks (GAAP/IFRS)

Benefits

• Intuit provides a competitive compensation package with a strong pay for performance rewards approach.
• This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at [1] Intuit®: Careers | Benefits).
• Pay offered is based on factors such as job-related knowledge, skills, experience, and work location.
• To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

Company Overview

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