Manager, Customer Success

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We're looking for a hands-on, coaching-oriented leader to manage a newly formed team dedicated to delivering micro-learning and targeted enablement to IES Customer Success Managers. This team sits at the intersection of Quality Assurance, Learning & Development, and frontline operations — translating QA insights, trend data, and product knowledge into short, high-impact training sessions that close skill gaps, improve quality scores, and elevate the customer experience.

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This is a ground-floor leadership opportunity. You'll be standing up the team's operating model, building the content pipeline, and establishing the cadence and delivery mechanisms that make micro-learning a durable part of how IES Customer Success improves over time. Your team members will serve as subject matter experts embedded alongside CSMs — coaching in real time, delivering bite-sized training sessions, and reinforcing standards set by the QA program.

Responsibilities People Leadership & Team Build-Out Lead, develop, and coach a team of enablement specialists who deliver micro-training to CSMs across the IES Customer Success organization. Stand up the team's operating rhythm, standard work, and performance expectations as part of the April launch. Foster a culture of craftsmanship, continuous learning, and accountability — the team should model the same quality bar they're teaching.

Micro-Learning Design & Delivery Own the end-to-end micro-learning program: identify topics from QA evaluation trends, design short-format sessions (Technique Tuesday–style 15-minute modules, team-level targeted trainings, video walkthroughs), and ensure consistent delivery cadence. Translate QA signals — recurring call quality issues, written communication gaps, process adherence breakdowns — into clear, actionable training content using the "Issue → Why it matters → Quick fix → Live example" format. Manage both internal-facing content (CSM skill-building) and contribute to customer-facing micro-learning videos where applicable.

QA-to-Enablement Feedback Loop Partner closely with the QA Program Manager and Quality Specialists to ensure training topics are evidence-based, drawn directly from evaluation data, calibration outputs, audit findings, and monthly trend reports. Close the loop: track post-training quality scores to measure whether sessions are driving measurable improvement in call and written evaluation metrics. Ensure Lessons Learned outputs and "You Said / We Did" updates inform the training backlog.

SME Deployment & New-Hire Enablement Deploy team members as subject matter experts alongside L&D during new CSM onboarding — embedding them in the training environment to accelerate time-to-competency and bridge the gap between classroom learning and live customer interaction. Advocate for more floor time and shadowing in the onboarding experience, ensuring new CSMs see the job from a day-to-day perspective before going live. Support the ongoing refinement of CSM and Strategic playbooks by feeding field-level observations back into SOP and Playbook content.

Cross-Functional Partnership Collaborate with CSM M1s and M2s to align training priorities with team-specific performance needs identified through QA dashboards and coaching conversations. Partner with the ASE team to leverage deep accounting expertise for training content on complex workflows. Work with L&D, Product, and Sales to ensure enablement content stays synchronized with the product roadmap, new feature releases, and evolving customer needs. Coordinate with the Gong and QuickBase programs to source real examples for training — gold-standard calls, common pitfalls, and calibration-worthy interactions.

Continuous Improvement & Scale Build a reusable content library — templates, snippets, process guides, and micro-learning recordings — that the broader organization can reference and self-serve. Identify opportunities to standardize delivery formats so training scales as the CSM organization grows. Track knowledge contribution rates and content reuse to measure whether the team's outputs are sticking.

Qualifications 5+ years of experience in enablement, training, quality assurance, customer success, or a related customer-facing operations role in SaaS or technology. 2+ years of people management experience, including building or scaling a new team or function. Demonstrated ability to translate performance data and quality insights into actionable training content. Experience designing and delivering short-format training or micro-learning programs (instructor-led, video, or blended). Strong understanding of coaching frameworks and adult learning principles. Comfort navigating CRM platforms (Salesforce), quality tools (QuickBase, Gong), and content management systems (Seismic, Docebo, or similar). Proven ability to partner cross-functionally with operations leaders, L&D, and QA programs.

Preferred Attributes Experience standing up a new team or enablement function from scratch. Background in accounting, ERP, or financial software products. Familiarity with QA evaluation programs and how to close the loop between quality data and training. Experience creating video-based micro-learning content. Track record of measurably improving team performance through enablement interventions.

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. The expected base pay range for this position is:

Bay Area California $ 35.50 - 48.00

Southern California $ 35.50 - 48.00

Colorado $ 34.00 - 46.00

Hawaii $ 35.50 - 48.00

Illinois $ 34.00 - 46.00

Massachusetts $ 35.50 - 48.00

Maryland $ 34.00 - 46.00

Minnesota $ 30.50- 41.50

New Jersey $ 35.50 - 48.00

New York $ 35.50 - 48.00

Ohio $ 30.50- 41.50

Vermont $ 34.00 - 46.00

Washington $ 35.50 - 48.00

Washington DC $ 34.00 - 46.00