Customer Success Manager - Intuit QuickBooks

wasatchproperty; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Mental health program

Structured learning and career dev.

Generous Paid Time Off

Job summary

MarketStar is seeking a Customer Success Manager to steward a portfolio of mid-market customers, ensuring outcomes and long-term value from payment-related solutions. You will act as a trusted advisor, guiding adoption, renewals, and expansion while collaborating with stakeholders to maximize Lifetime Value.

In this remote US role, you’ll lead proactive engagements, orchestrate buyer journeys, and partner with customers to realize measurable outcomes and reduced churn.

Qualifications

• Experience in a SaaS, financial software, or subscription-based business model.
• Manage a dedicated book of mid-market customers for renewal and expansion.
• Understand the post-sales journey and drive long-term value.
• Ability to orchestrate complex buyer experiences across multiple stakeholders.
• Strong negotiation skills and comfort with financial conversations.

Responsibilities

• Manage customer relationships via a dedicated book of business, owning overall success and long-term satisfaction.
• Build relationships with key decision-makers to understand issues and provide solutions.
• Drive product adoption and value through proactive engagements, training, and support.
• Implement targeted playbooks aligned to customer activities.
• Identify reasons for low adoption and address churn risk.
• Monitor customer health and create risk mitigation plans.
• Schedule business reviews and define next steps to drive adoption.
• Analyze data to identify upsell/c Cross-sell opportunities.
• Provide timely support and communicate product updates and invitations.

Skills

Customer success

Account management

Communication

Negotiation

Data analysis

Education

Experience with Salesforce/Gainsight or similar

Tools

Salesforce

Gainsight

Job description

About MarketStar:

In everything we do, we believe in creating growth, for our clients, our employees, and our community. For the past 35+ years, we have been generating revenue for the most innovative tech companies across the globe through our outsourced B2B demand, sales, customer success, and revenue operations solutions. We are passionate about cultivating career advancements for our people, and support them through mentorship, leadership, and career-development programs. We provide service and support to our communities through the MarketStar Foundation. Our exceptional team is the cornerstone of MarketStar's accomplishments. We are proud of our award-winning workplace culture and to be named a top employer in our industry. These achievements are a testament to our six core values, embraced by our 3,000+ employees worldwide. From our headquarters in Utah, USA, to our global offices in India, Ireland, Bulgaria, Mexico, the Philippines, and Australia, we all work together to drive innovation and success.

About the Customer Success Manager:

The Customer Success Manager is responsible for managing a portfolio of high-value Mid-Market customers, ensuring they achieve meaningful outcomes and realize long-term value through the client's payment solution, including payment processing, lending, and cash flow management tools. This role combines consultative engagement, structured success planning, and commercial awareness. You will act as a trusted advisor and product advocate, leading with curiosity, aligning to customer objectives, and guiding them toward sustained adoption and success while identifying opportunities to expand value. This role is focused on delivering strong outcomes and retention, owning renewal readiness, and expansion opportunities, while orchestrating buyer experiences that increase Lifetime Value for our clients.

Location: US - Remote

What Will You Do?

• Manage customer relationships via a dedicated book of business, owning the overall success of your customers, and ensuring long-term satisfaction and affinity.
• Build and foster relationships with key decision-makers and stakeholders across multiple customer teams working to understand observed issues and offer solutions.
• Drive account-wide adoption of products and services through proactive engagements, training, and support, helping customers drive maximum value.
• Implement carefully timed, personalized playbooks triggered by customer activities.
• Address low payments adoption through targeted outreach and enablement, investigating and identifying potential reasons for low adoption and usage.
• Combat churn through carefully planned, positive experiences across the post-sales buyer journey.
• Monitor customer health and create risk mitigation plans where needed.
• Schedule business reviews to realign on goals, problems, and needs; define next steps to drive user adoption and resolve risk issues.
• Continuously analyze data and customer activity to identify opportunities for upsell, cross-sell, and account management.
• Provide timely, reactive support for questions and concerns, and deliver high-value information, product updates, and event invitations.

What Will You Need to Succeed?

• Experience with payment processing, money movement, or other financial/payment products.
• Proven experience in a customer success or account management role, ideally within a SaaS, financial software, or subscription-based business model, including at least 2 years of experience managing a dedicated book of business in the mid-market space.
• Strong understanding of the post-sales customer journey.
• Ability to orchestrate complex buyer experiences and drive long-term value.
• Strong negotiation skills; comfortable navigating financial conversations and cancellations.
• Excellent communication, interpersonal, and presentation skills.
• A proactive and problem-solving mindset with a focus on customer outcomes.
• Ability to analyze data and identify trends to inform customer strategies.
• Experience with Salesforce, Gainsight, or other CRM and Customer Success platforms.
• Experience with onboarding and implementation processes for new solutions preferred.
• Familiarity with risk mitigation strategies to combat customer churn.
• Understanding of ROI realization in subscription models.

What We Offer:

• In our commitment to our "We Care" value, we believe in providing employees with valuable mental and physical well-being benefits including:
• Structured learning and career development programs
• Mental health program
• Generous Paid Time Off policy
• Paid medical leave
• Child/Dependent care reimbursement
• Education reimbursement
• 401k match, hardship loan program, access to financial wellness advisor
• Comprehensive healthcare coverage including medical,