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As Director of Customer Success for Accounting Firms & Partnerships, you will build and lead a Customer Success practice that helps our accounting firms and channel partners grow with Intuit and deliver exceptional outcomes for the clients they serve. All aspects of the customer strategy and end-to-end service delivery design - onboarding, feature adoption, proactive health management, support excellence, and partner enablement - are in scope, spanning our full product portfolio for all partner personas. 

A defining focus of the role is enabling firms and partners, including Value Added Resellers (VARs) and other Qualified Service Providers (QSPs) to resell Intuit solutions and build thriving practices around value-added services such as implementation and data migration. 

In addition, you will help accounting firms adopt Intuit Accountant Suite - our AI-powered platform that brings a firm's clients, team and work together in one place - driving seamless onboarding and deep adoption of agentic capabilities like Books Close so firms realize measurable value. As our firms increasingly serve mid-market businesses on QuickBooks Advanced and Intuit Enterprise Suite, you will ensure our enablement and service-delivery models scale with them. This role will play a pivotal part in helping us stand out for the partner experience we deliver, and will accelerate Customer Success from a cost center to a strategic growth enabler.

Responsibilities

• Build and execute a Customer Success vision for our partners and accounting firms that is aligned to segment goals and delivers seamless, transparent and frictionless experiences that sustain mutual growth.

• Lead, organize and scale a Customer Success practice accountable for the end-to-end partner and firm experience - onboarding, adoption, proactive health management and support excellence - across Intuit's product portfolio.

• Lead, coach and develop a well-integrated, high-performing and highly engaged Customer Success team across geographies and segments - setting clear goals, managing performance, and fostering a culture of trust, transparency and continuous growth.

• Enable channel partners and firms - including VARs and QSPs - to resell Intuit solutions and build successful practices around value-added services such as implementation and data migration for the clients they serve.

• Drive seamless onboarding and deep adoption of Intuit Accountant Suite for accounting firms, including agentic capabilities such as Books Close, in ways that create measurable value and position firms for growth.

• Support firms as they serve emerging mid-market clients on QuickBooks Advanced and mid-market clients on Intuit Enterprise Suite, ensuring our enablement and service-delivery models scale to more complex, multi-entity customer needs.

• Define and maintain persona-based playbooks - such as Partner Customer Success Manager and Partner Implementation Consultant - that standardize how we onboard, enable and grow partners and firms.

• Lead the verticalization of these playbooks, training and empowering our service-delivery counterparts to serve firms and their clients in specialized ways - by industry vertical (e.g. construction) and through agentic capabilities.

• Serve as the Customer Success leader for the transition to Intuit ProPartner, launching in FY27 - ensuring a smooth rollout and reimagining support as a true accountant-to-accountant relationship that raises both the floor and the ceiling of how we serve our accountants.

• Maintain a focused Voice of Customer feedback loop, aggregating quantitative and qualitative insights and partnering with Product, Marketing and Engineering to eliminate friction and improve our products, policies and communications.

• Define end-to-end partner and firm 'value' journeys and enablement programs that drive speed to benefit through feature adoption, proactive health management and retention.

• Build a foundation for support excellence - both proactive and reactive - that meets partners and firms where they are and blends AI and Human Intelligence (HI).

• Establish business goals and customer and employee measures that move Customer Success from a cost-center mentality to a serve-to-sell ecosystem, and partner with the Growth / Revenue team to identify expansion opportunities.

• Stay ahead of trends across Customer Success, the accounting ecosystem, and applied AI to drive innovative thought leadership.

Qualifications

This position reports to the VP, Customer Success - Mid-Market and partners across a cross-functional leadership team. You will drive the strategic plans and associated products and services, collaborating with Product Management, Marketing and Sales leaders to drive growth, and lead a "customer-first" culture across the organization.  A critical element of the role is building a well-integrated, highly effective team, partnering across multiple geographies, teams and segments. You will ensure an engaged workforce through frequent communication, goal setting, performance management and a positive environment of trust, transparency and clear expectations. The ideal candidate has a proven track record leading customer-centric operations and teams in a fast-paced organization, and is a:

• Team & Talent Builder: Substantial senior leadership experience managing senior-level employees and/or other managers; a talent steward with a proven history of hiring, developing and engaging high-performing teams.

• Boundaryless Leader: Cross-functional leadership experience, partnering to influence different functions at all levels; creates alliances across the organization to ensure solutions are data-backed and implemented systemically.

• Partner & Channel Enablement Expert: Experience building or scaling reseller and partner programs (e.g. VARs, QSPs) and enabling partners to deliver value-added services such as implementation and data migration; fluency with the accounting, bookkeeping and tax ecosystem is a strong asset.

• Strategic Thinking: Defines the overall strategy to ensure business growth; uses external expertise, data and network to ensure best practices and trends are leveraged.

• Product & Experience Design Orientation: Customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally SaaS, self-help or CRM); comfort with AI and agentic product capabilities is a requirement.

• Business Leader: Business acumen with a proven ability to deliver programs that accelerate growth; develops clear, compelling business cases that support prioritization of work.

• Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO), including partner-delivered support models.

• Change Leader: Experience managing and executing complex organizational and program change in a dynamic environment - for example, leading a large program transition E2E.

• Communicator: Excellent written and verbal communication skills, including an ability to communicate complex issues simply; proficient in MS Word, Excel and PowerPoint

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 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.