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About the Role
This role is responsible for leading and supporting a team of Customer Success Managers, ensuring strong commercial and customer outcomes through people leadership, operational oversight, coaching, and stakeholder management.
Responsibilities
- Own a named book of high-value accountant firms as their primary post-sales contact.
- Build trusted relationships with firm leadership and key stakeholders.
- Identify at-risk firms early and drive proactive engagement and recovery plans.
- Help accounting firms grow their business using QuickBooks.
- Deliver a personal welcome and a clean handoff for new firms.
- Guide firms through ProAdvisor certification and ProPartner tier progression.
- Drive ongoing product education through webinars and content.
- Help firms migrate more of their client books onto QuickBooks and attach the wider ecosystem.
- Move clients up tiers and adopt the Intuit Accountant Suite.
- Aim pre-built expansion campaign kits at the right clients.
- Partner with GTM / Sales on co-sell and warm handovers.
- Monitor firm and portfolio health and respond quickly to risk signals.
- Defend a firm by defending its entire client book.
- Run one scheduled annual value review per firm.
- Act as a point of escalation for high-priority issues.
- Coordinate Support and internal teams to a timely resolution.
- Be the firm’s named escalation route.
- Carry recurring product pain points back into Intuit as roadmap insight.
- Cultivate advocacy (referrals, testimonials, community participation).
- Use the Partner Health Score, portfolio dashboards and triggered task list to prioritise across a large book and evidence impact.
Requirements
- Experience managing or leading a Customer Success, Account Management, or Partner Management team.
- 3+ years in Customer Success, Partner / Account Management for Intuit Platform (QuickBooks), or B2B client engagement.
- A strong candidate with 1+ years in a scaled CS role and clear commercial results will be considered.
- Foundational accounting / bookkeeping qualification (e.g. ACCA, ICB, CIPP).
- Working knowledge of accounting practices including their demands of accounting software.
- Demonstrated ability to manage a large portfolio through prioritisation and digital leverage.
- Comfortable owning 150+ accounts rather than a small high-touch book.
- Working understanding of accounting and bookkeeping fundamentals and accounting-firm workflows.
- Commercial track record of driving product adoption, expansion and retention.
- Proficient with customer-success tooling (e.g. Salesforce) and analytics dashboards.
- Able to act on health scores and signals.
- Excellent communication and relationship-management skills.
- Able to engage accounting firms at all levels and explain technical solutions simply.
- 2+ years in SaaS, cloud-based enterprise software, or financial-management platforms.
- QuickBooks ProAdvisor certification.
- Experience with QuickBooks or comparable accounting platforms.
- Experience in a scaled / pooled or digital-led CS motion.
- Local-market knowledge.
- Working knowledge of ecosystem tools that integrate with accounting software.
Skills
- People leadership
- Operational oversight
- Coaching
- Stakeholder management
- Relationship management
- Prioritisation
- Digital leverage
- Data-driven mindset
- Customer-success tooling (e.g. Salesforce)
- Analytics dashboards
- Communication
Location
- London
Work Type
- Hybrid
- 6-month contract
Experience Level
- 3+ years in Customer Success, Partner / Account Management
- 1+ years in a scaled CS role
Education Level
- Foundational accounting / bookkeeping qualification (e.g. ACCA, ICB, CIPP)
Salary/Compensations
- £375 Daily Inside IR35
About the Company
- This is an exciting opportunity to join Deloitte Operations for an engagement with one of our clients.