Customer Success Manager (Services)

Intuit is seeking a Customer Success Manager to support high-value mid-market customers throughout their QuickBooks Services journey. The role focuses on building customer relationships, driving product adoption and growth, monitoring customer health, resolving issues, gathering product feedback, and collaborating cross-functionally to deliver customer success.

Responsibilities:

• Manage customer relationships via a dedicated book of business model where you’re responsible for the overall success of your customers
• Build and foster relationships with key decision makers and stakeholders across multiple customer teams
• Engage customers in strategy conversations to derive maximum value from their investment in Intuit QuickBooks Services and other Financial/Workforce Management Services
• Along the way, you will get to know Intuit QuickBooks service offerings incredibly well and help your customers fully adopt
• Define what success means for your customers and produce detailed plans outlining a roadmap to achieve success and share in accountability of their success
• Monitor customer health and create risk mitigation plans where needed
• Resolve customer inquiries by aligning customers with the right resources
• Develop and share best practices with team members to continually improve our processes' quality, effectiveness, and efficiency
• Partner with different teams at Intuit to 'solve for the customer', including onboarding, up-sell, and product, etc
• Along the way, you will get to know Intuit QuickBooks software incredibly well and help your customers fully adopt the platform
• Promote the growth of your install base by uncovering, scoping, and qualifying opportunities where customers can use more Intuit QuickBooks products and services to ensure customer retention and growth

Requirements:

• 3+ years experience in a customer success role with at least 2 years of managing a dedicated book of business in the mid-market space
• Business savvy with consultative, problem solving, and issue resolution skills
• Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution
• Motivated self-starter who is hungry to learn and can provide strong examples of how they have achieved results while balancing demanding expectations
• Strong negotiation skills, comfortable navigating financial conversations, and dealing with cancellations
• It's easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation
• Knowledge of financial services (i.e. payment processing, money movement, spend management) and/or Payroll/Workforce Management solutions or the aptitude to learn it quickly and independently is required
• Excellent phone, written, and verbal communication skills. Familiar with presenting strategy verbally in person, over the phone, and in email
• The ability to thrive in a fast-paced environment
• Experience with Salesforce, Gainsight, or other CRM and Customer Success platforms
• Experience managing a book of business for Mid-Market (MM) customers
• Experience with B2B SaaS & financial software is a huge plus