Customer Success Manager

Overview

The Quick Books Money Customer Success team is focused on engaging, driving value and feature adoption for our highest-value Mid‑Market customers throughout their Intuit Quick Books journey.

Our team uses a consultative approach to guide customers through their lifecycle, surfacing ideas, innovations, integrations, and capabilities that support our customers' business goals. We are looking for a Customer Success Manager who can use 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.

This role is a founding team member who will help define the program through testing, conversations, and the needs 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 serve as trusted advisors for each customer, connecting with key influencers and power users to evaluate the strength of our business relationships, 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.

• Manage customer relationships via a dedicated book of business model, 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 Quick Books Money and other Financial/Workforce Management Services.
• Define what success means for your customers, producing detailed plans outlining a roadmap to achieve success and sharing accountability for their outcomes.
• 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, upsell, and product teams.
• Promote the growth of your install base by uncovering, scoping, and qualifying opportunities where customers can use more Intuit Quick Books products and services to ensure retention and growth.

• 3+ years in a customer success role with at least 2 years managing a dedicated book of business in the mid‑market space.
• Business savvy with consultative, problem‑solving, and issue‑resolution skills.
• Well organized, with 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 achieving results while balancing demanding expectations.
• Strong negotiation skills, comfortable navigating financial conversations and dealing with cancellations.
• Easy to build and maintain relationships, manage expectations, and identify issues requiring escalation.
• Knowledge of financial services (e.g., payment processing, money movement, spend management) and/or Payroll/Workforce Management solutions, or aptitude to learn them 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.
• 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 customers.
• Some travel required (up to 15 %).

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards, and benefits in accordance with applicable plans and programs. Pay is based on factors such as job‑related knowledge, skills, experience, and work location. Regular comparisons across categories of ethnicity and gender are conducted to ensure fair pay.

Expected Base Pay Range for This Position:

• Mountain View, CA: $141,000 – $191,000
• San Diego, CA: $126,000 – $170,500