Customer Success Manager

About This Role

This role involves engaging with and supporting high-value Mid-Market QuickBooks Money customers to drive product adoption and value. The Customer Success Manager will build long-term relationships, understand customer business goals, and help them leverage innovative money solutions.

Responsibilities

• Manage customer relationships via a dedicated book of business model ensuring overall customer success
• Build and foster relationships with key decision makers and stakeholders across multiple customer teams
• Engage customers in strategy discussions to derive maximum value from their investment in Intuit QuickBooks Money
• Define customer success, produce detailed roadmaps, and share accountability for achieving success
• Monitor customer health and create risk mitigation plans when needed
• Resolve customer inquiries by aligning them with appropriate resources
• Develop and share best practices with team members to improve processes' quality and efficiency
• Partner with various Intuit teams to solve customer challenges, including onboarding and product development
• Help customers fully adopt the Intuit QuickBooks Money platform
• Uncover, scope, and qualify opportunities for customers to use more Intuit QuickBooks products and services

Requirements

• 3+ years experience in a client-facing/account management role with at least 2 years of managing a dedicated book of business
• Business savvy with consultative, problem-solving, and issue resolution skills
• Well-organized, with high attention to detail and ability to prioritize and time manage
• Motivated self-starter with ability to achieve results while balancing demanding expectations
• Strong negotiation skills, comfortable navigating financial conversations and dealing with cancellations
• Ability to build and maintain relationships, manage expectations, and identify issues requiring escalation
• Knowledge of financial technology, money movement, payment processing, or spend management technology or the aptitude to learn it quickly and independently
• Excellent phone, written, and verbal communication skills; familiar with presenting strategy verbally in person, over the phone, and in email
• Ability to thrive in a fast-paced environment

Qualifications

• 3+ years experience in a client-facing/account management role with at least 2 years of managing a dedicated book of business

Nice to Have

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

Skills

* Required skills

Benefits