Strategic Customer Success Manager, Mid‑Market SaaS

Intuit, Inc.; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

Intuit, Inc. is seeking a Customer Success Manager to manage a mid-market book of business, driving value, adoption, and retention across QuickBooks Services. You will engage with decision makers, shape strategies, and partner with Sales, Product, and Support to deliver a connected customer experience.

The role focuses on proactive risk management, cross-team collaboration, and building strong relationships with customers to expand their use of Intuit products and services.

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 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.

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.

Skills

Customer success

Mid-market

CRM

Job description

Intuit, Inc. is seeking a Customer Success Manager to manage a mid-market book of business, driving value, adoption, and retention across QuickBooks Services. You will engage with decision makers, shape strategies, and partner with Sales, Product, and Support to deliver a connected customer experience.

The role focuses on proactive risk management, cross-team collaboration, and building strong relationships with customers to expand their use of Intuit products and services.