Deloitte - Recruitment
Customer Success & Account Management Team Lead
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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-month contract
Daily Rate: £375 Inside IR35 – no commission structure
Payroll provider – Rockford Payroll Info for Contingent Workers – Rockford Pay
About the Role
This is an exciting opportunity to join Deloitte Operations for an engagement with one of our clients.
The Role
The Customer Success & Account Management Team Lead is responsible for leading and supporting a team of PCSMs delivering scaled customer success across a portfolio of accounting firms. The role combines people leadership, operational oversight, coaching, and stakeholder management to ensure the team delivers strong commercial and customer outcomes.
Key Responsibilities
Portfolio & relationship management
- Own a named book of high-value accountant firms as their primary post-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 recovery plans.
- Help the accounting firm to grow their business using Quickbooks, by way of regular success planning.
Onboarding & enablement
- Deliver a personal welcome and a clean handoff from introduction so new firms reach first value quickly.
- Guide firms through ProAdvisor certification and ProPartner tier progression, and drive ongoing product education through webinars and content, stepping in 1:1 when a firm stalls.
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Growth & revenue influence
- Help firms migrate more of their client books onto QuickBooks and attach the 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 with GTM / Sales on co-sell and warm handovers, pre- and post-sale.
Retention & product outcomes
- Monitor firm and portfolio health and respond quickly when a risk signal fires (usage drop, stalled setup, health decline, or a competitor-migration flag). Defending a firm means defending its entire client book.
- Run one scheduled annual value review per firm, supported by an automated mid-year value snapshot.
- Act as a point of escalation for high-priority issues, coordinating Support and internal teams to a timely resolution.
Advocacy & voice of the partner
- Be the firm’s named escalation route and carry recurring product pain points back into Intuit as roadmap insight.
- Cultivate advocacy — referrals, testimonials and community participation — and use the Partner Health Score, portfolio dashboards and triggered task list to prioritise across a large book and evidence your impact.
Experience & Skills Required
- 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) and working knowledge of accounting practises 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, 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 scores and signals.
- Excellent communication and relationship-management skills, able to engage accounting firms at all levels and explain technical solutions simply.
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Preferred
- 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
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