Customer Success Manager (Services)
Company Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
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