Customer Success & Account Management Team Lead

Customer Success & Account Management Team Lead

London, United Kingdom | Posted on 02/10/2026

Role: Customer Success & Account Management Team Lead

Location: London –Hybrid Model 2-3 days in the Deloitte office

Start Date: December /January

End Date: 6-monthcontract

This is anexciting opportunity to join Deloitte Operations for an engagement with one of ourclients.

The Role

The Customer Success & Account Management Team Leadis responsible for leading and supporting a team ofPCSMs delivering scaled customer success across a portfolio of accountingfirms. The role combines people leadership, operational oversight, coaching,and stakeholder management to ensure the team delivers strong commercial andcustomer outcomes.

Key Responsibilities

• Own a named book of high-value accountant firms as their primarypost-sales contact and single point of accountability.
• Build trusted relationships with firm leadership and key stakeholders;run the scheduled value cadence and review firm health continuously.
• Identify at-risk firms early and drive proactive engagement and recoveryplans.
• Help the accounting firm to grow their business using Quickbooks, by wayof regular success planning.

Onboarding & enablement

• Deliver a personal welcome and a clean handoff from introduction so newfirms reach first value quickly.
• Guide firms through ProAdvisor certification and ProPartner tierprogression, and drive ongoing product education through webinars and content,stepping in 1:1 when a firm stalls.
• Help firms migrate more of their client books onto QuickBooks and attachthe wider ecosystem (Payroll, Payments, Time, Bill Pay), move clients up tiers,and adopt the Intuit Accountant Suite (IAS).
• Aim pre-built expansion campaign kits at the right clients; partner withGTM / Sales on co-sell and warm handovers, pre- and post-sale.
• Monitor firm and portfolio health and respond quickly when a risk signalfires (usage drop, stalled setup, health decline, or a competitor-migrationflag). Defending a firm means defending its entire client book.
• Run one scheduled annual value review per firm, supported by anautomated mid-year value snapshot.
• Act as a point of escalation for high-priority issues, coordinatingSupport and internal teams to a timely resolution.

Advocacy & voice of thepartner

• Be the firm’s named escalation route and carry recurring product painpoints back into Intuit as roadmap insight.
• Cultivate advocacy — referrals, testimonials and community participation— and use the Partner Health Score, portfolio dashboards and triggered task listto prioritise across a large book and evidence your impact.

Experience & Skills Required

• Experience managing orleading a Customer Success, Account Management, or Partner Management team.
• 3+ years in Customer Success, Partner / Account Management for IntuitPlatform (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) and working knowledge of accounting practises including their demands ofaccounting software
• Demonstrated ability to manage a large portfolio through prioritisationand digital leverage — comfortable owning 150+ accounts rather than a smallhigh-touch book.
• Working understanding of accounting and bookkeeping fundamentals andaccounting-firm workflows.
• Commercial track record of driving product adoption, expansion andretention, ideally within a matrixed organisation.
• Data-driven mindset; proficient with customer-success tooling(e.g. Salesforce) and analytics dashboards, and able to act on health scoresand signals.
• Excellent communication and relationship-management skills, able toengage accounting firms at all levels and explain technical solutions simply.

Preferred

• 2+ years in SaaS, cloud-based enterprise software, orfinancial-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 accountingsoftware

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