Customer Success Manager (Money)

About the role

The QuickBooks Money 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.

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 Money and other Financial/Workforce Management Services.
• 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.
• 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.
• Some travel required (up to 15%).

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).