[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.ResponsibilitiesLead, coach, and develop a team of Accounting Solutions Experts — senior individual contributors with deep accounting and product knowledgeBuild a high-performance culture rooted in intellectual rigor, consultative excellence, and accountabilityManage performance, career growth, and workload distribution to ensure the team operates at capacity without burning out a high-demand resourceOwn 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 implementationReview and calibrate the team's work to maintain consistency and technical accuracyOwn and refine the engagement model that governs how and when CSMs access ASE expertiseEnsure 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 supportMonitor engagement volume, cycle times, and resolution quality to identify capacity constraints or process breakdownsPartner closely with CSM M1s and M2s to ensure smooth handoffs, pre-engagement requirements are met, and post-engagement follow-through is completedCollaborate with Product Support (Tier 2/Tier 3), Professional Services, and Data Services on complex customer situations that span multiple teamsChampion the product feedback loop — ensuring the team systematically captures common customer friction points and unmet needs for quarterly review with Product ManagementDrive knowledge transfer so ASE expertise doesn't stay siloed — ensure Solution Design Documents are logged in the internal knowledge base and reusable patterns are documentedIdentify opportunities to create enablement content, playbooks, or training that levels up the broader CSM organization on accounting workflowsContinuously improve engagement SOPs, triage criteria, and quality standards as the team and program matureSkills5+ years of experience in customer success, solutions consulting, technical account management, or a similar customer-facing role in SaaS or financial/accounting software2+ years of people management experience leading senior ICs or subject matter expertsStrong 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 deploymentExperience building or refining engagement models, triage processes, or escalation frameworksStrong analytical and problem-solving skills with the ability to translate complex technical issues into clear action plansProven ability to influence cross-functionally and partner with operational leaders in a matrixed organizationCPA, CMA, or equivalent accounting credential, or significant hands-on accounting experienceExperience 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-salesFamiliarity with API integrations, third-party app ecosystems, or compliance frameworks (GAAP/IFRS)BenefitsIntuit 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 OverviewIntuit provides financial software solutions to empower individuals and businesses. It was founded in 1983, and is headquartered in Mountain View, California, USA, with a workforce of 10001+ employees. Its website is https://www.intuit.com.Company H1B SponsorshipIntuit has a track record of offering H1B sponsorships, with 125 in 2026, 692 in 2025, 550 in 2024, 586 in 2023, 842 in 2022, 773 in 2021, 514 in 2020. Please note that this does not guarantee sponsorship for this specific role.