Customer Success Manager

2 days ago

New York, New York, United States Intuit Inc Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Intuit Inc. As a key member of our customer-facing team, you will be responsible for building and maintaining strong relationships with our customers, ensuring their success and growth with our software solutions.

Key Responsibilities
  • Manage customer relationships, either via a dedicated book of business or in a pooled management model, to drive retention and growth.
  • Be accountable for the retention and growth of your customers, identifying risks to customer satisfaction and collaborating with cross-functional teams to resolve issues.
  • Build and foster relationships with key decision-makers and stakeholders across multiple customer teams, engaging customers in strategy conversations to derive maximum value from their investment in Intuit Mailchimp.
  • Define what success means for your customers and produce detailed plans outlining a roadmap to achieve success, sharing in accountability for their success.
  • Monitor customer health, create risk mitigation plans where needed, and 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 Mailchimp to 'solve for the customer', including onboarding, up-sell, and contract management.
Requirements
  • 3+ years of 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 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.
  • Excellent phone, written, and verbal communication skills, with the ability to present strategy verbally in person, over the phone, and in email.
  • The ability to thrive in a fast-paced environment.
  • Experience with SaaS & marketing automation software is a huge plus.
What We Offer

We offer a competitive salary range of $122,000 - $165,000, as well as a comprehensive benefits package, including EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.

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