Staff Vendor Partner Manager, Intuit Customer Success

We are a high-impact, fast-moving Customer Success organization on a transformational journey. With bold goals and a deep obsession for both customer and expert experiences, we operate at velocity and with purpose to deliver measurable impact at scale. We're looking for a bold, strategic, and hands-on leader to join our passionate team and help us drive large-scale change across both internal operations and external partner ecosystems. As a Staff-level individual contributor in Vendor Partner Management, you will lead multi-million-dollar customer success partnerships and deliver complex strategic initiatives that enhance service delivery, operational efficiency, and customer satisfaction. You will be a critical bridge between internal teams and external partners, ensuring we deliver excellence and innovation across every touchpoint.

Partner Management & Service Delivery Lead multiple high-value external partner relationships, driving performance improvement, operational consistency, and strategic alignment Hold partners accountable to KPI targets across CSAT, AHT, and Issue Resolution — initiating and tracking performance improvement plans when performance falls below threshold Facilitate Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs), ensuring partners deliver data-driven pre-reads, own root-cause analysis, and execute on improvement actions Build trusted relationships with senior leaders across partner organizations to co-develop goals and long-term success plans Act as the voice of the partner internally, resolving escalations and clearing roadblocks that impede performance or customer experience Strategic Programs & Transformation Own and drive large-scale, cross-functional initiatives that impact customer support delivery, expert enablement, and operational scalability Collaborate with internal stakeholders across Product, Operations, Finance, and Technology to co-design and execute strategic programs Take full ownership of execution details, including program setup, milestone tracking, meeting orchestration, and risk management Actively contribute to a culture of continuous improvement, bold thinking, and operational excellence Data-Driven Insight & Impact Monitor partner performance and staffing views, identifying improvement opportunities and building actionable strategies Ensure staffing delivery against capacity plans, flagging intraday gaps and coordinating real-time coverage adjustments in partnership with workforce planning Build executive-level insights to communicate progress, value, and impact of initiatives and partnerships Qualifications 8+ years of leadership experience in Vendor Partner Management, Customer Experience, Business Operations, Program Management, or Strategic Partnerships Proven track record managing BPO/vendor partnerships, with a focus on performance management and relationship development across senior stakeholders Experience with contact center KPIs, WBR/MBR cadences, and performance management frameworks Familiarity with expert enablement, change management coordination, and readiness processes in BPO or large-scale service delivery environments Bachelor's degree required; MBA or advanced degree preferred Strong business acumen and customer-centric mindset, with the ability to balance high-level strategy and hands-on execution Demonstrated experience as a self-starter that can quickly and independently assess business requirements and become a trusted subject matter expert Deep analytical skills and comfort with data; able to drive insights, make decisions, and communicate findings effectively Experience leading complex, multi-stakeholder initiatives across functions with measurable business impact Demonstrated resilience, initiative, and ability to adapt in fast-paced, evolving environments Footer Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus,