Customer Success Manager (Services)

Intuit; Atlanta (GA); On-site; USD 110,000 - 170,000; Full time

Job summary

Intuit is seeking a Customer Success Manager for its QuickBooks Services team, focusing on mid-market customers. You will guide customers through value realization and feature adoption across payments, lending, and cash flow tools to help their business grow.

As a founding team member, you will shape the program, build relationships with key stakeholders, monitor health, and collaborate across Sales, Product, Support to deliver a connected customer experience.

Qualifications

• 3+ years in a customer success role, incl. 2+ years managing a dedicated book of business in mid-market.
• Business savvy with consultative, problem-solving, and issue-resolution skills.
• Well-organized with high attention to detail and prioritization abilities.
• Motivated self-starter who can balance expectations and show results.
• Strong negotiation skills in financial conversations and churn prevention.
• Experience with B2B SaaS and financial software is a plus.
• Familiar with CRM platforms and optimizing customer journeys.

Responsibilities

• Manage customer relationships for a dedicated book of business, ensuring overall success.
• Build relationships with key decision makers across customer teams.
• Engage in strategy conversations to derive maximum value from Intuit QuickBooks Services.
• Help customers adopt Intuit QuickBooks offerings and related services.
• Define success metrics and create detailed roadmaps for customer success.
• Monitor customer health and implement risk mitigation plans.
• Resolve inquiries by directing customers to appropriate resources.
• Share best practices to improve processes and efficiency.
• Collaborate with onboarding, sales, product, and support teams to solve for the customer.

Skills

Customer success

Mid-market

Consultative selling

Negotiation

Strategic account mgmt

B2B SaaS

Salesforce

Gainsight

Financial services knowledge

Communication

Tools

Salesforce

Gainsight

Job description

The QuickBooks Services Customer Success team is focused on engaging, driving value and feature adoption to our highest-value Mid-Market customers throughout their Intuit QuickBooks journey.

Our team uses a consultative approach to guide customers through their lifecycle, surfacing ideas, innovations, integrations, and capabilities supporting our customers' business goals. We are looking for a Customer Success Manager interested in using creativity to solve problems, build long-term relationships, and help businesses use our innovative money solutions—including payment processing, lending, and cash flow management tools—to run and grow their business. This role is a founding team member who will help in defining what this program looks like through the motions that we test and the conversations and needs that we uncover from our customers. We share a commitment to delivering the best possible experiences to drive adoption, growth, and customer advocacy. Customer Success Managers are the trusted advisors for each of their customers. You will connect with key influencers and power users to evaluate the strength of our business relationship, dig for pain points, gather and document product feedback, and act as a product advocate. We collaborate internally with Sales, Marketing, Product, Support, and other teams to provide a connected experience for our customers. You must be able to identify risks to customer satisfaction proactively and collaborate across product and operational lines to pursue solutions and advocate for our customers.

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.

Qualifications

• 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 B2B SaaS & financial software is a huge plus.
• Experience with Salesforce, Gainsight, or other CRM and Customer Success platforms.
• Experience managing a book of business for Mid-Market (MM) customers.

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Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

The Expected Base Pay Range For This Position Is

California Remote (Not Bay Area) $126,000- $170,500
Illinois Remote $114,000- $154,500
Mountain View, CA $141,000- $191,000
New York Remote $138,500- $187,500
San Diego, CA $126,000- $170,500