Group Manager, Customer Success (money)

Category Customer Success, Customer Experience

Location Atlanta, Georgia; Mountain View, California; San Diego, California

Job ID 18206

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

QuickBooks, a pioneer in financial software solutions for millions of businesses, is seeking a dynamic and driven Group Customer Success Leader to spearhead our Money CS team. This is a high-impact, high-visibility role where you'll build and lead a team of Customer Success Managers who, in turn, manage our highest value QB Money customers. You'll be instrumental in creating a program that’s purpose-built to serve Mid-Market Businesses with innovative money solutions that fuel their success while balancing employee engagement and the customer experience.

We are seeking an experienced and passionate Group Manager of Customer Success to build a high-performing team dedicated to driving engagement and value for our most valuable mid-market Money customers. In this critical role, you will be a key driver of customer satisfaction, retention, and growth within Money and the greater Intuit ecosystem. You will hire, inspire, and mentor a team, fostering a culture of excellence and collaboration. This role requires a deep understanding of SaaS offerings and related CS methodologies and processes to deliver a world-class customer experience.

Responsibilities

• Build and Scale a World-Class CSM Team: Lead and scale a high-performing CSM organization starting with 5 team members and quickly scaling from there, including additional layers of management, as needed. This includes attracting, developing, and retaining top talent through robust mentorship and professional development programs.
• Champion our Money Customers and Ecosystem: Act as a passionate advocate and subject matter expert for our customers and comprehensive suite of money solutions, including payment processing, lending, and cash flow management tools. Deeply understand the unique needs of Mid-Market Businesses to deliver tailored, value-added solutions, and a product roadmap that aligns to their MM needs.
• Drive Customer Engagement and Value: Develop and implement strategies to drive customer awareness, deepen customer relationships, increase product adoption, and ensure customers achieve their desired outcomes.
• Cross-Functional Collaboration: Partner closely with Sales, Onboarding, Marketing, Product, Revenue Operations, and other teams to deliver a seamless and world-class customer experience.
• Data-Driven Decision Making: Leverage data and insights to track key performance indicators (KPIs), measure program effectiveness, and identify areas for continuous improvement.
• Drive Change & Innovation: Serve as a key change agent, driving innovation and continuous improvement across the Money business and the greater Customer Success organization. Identify and implement new strategies and tactics to enhance efficiency, optimize performance, and elevate customer satisfaction.
• Strategic Planning and Execution: Collaborate with the Global Head of Customer Success to align with the overall vision and contribute to the strategic direction of the Customer Success organization.
• Culture Champion: Embody and promote Intuit's values, fostering a positive and performant work environment.

Qualifications

• Proven Leadership: 7+ years of experience in Customer Success, with at least 3+ years leading a team of 50+ FTEs, including both individual contributors and managers. Experience in a fast-paced, B2B SaaS environment is required.
• Experience in financial, money movement, or spend management technology
• Strategic Mindset: Demonstrated ability to think strategically, translate business objectives into actionable plans, and drive successful outcomes in a complex ecosystem.
• Strong Execution Skills: Proven ability to execute complex projects involving multiple stakeholders and cross-functional teams.
• Exceptional Communication and Interpersonal Skills: Excellent written and verbal communication, presentation, and interpersonal skills with the ability to build strong relationships and influence at all levels of an organization.
• Data Fluency: Strong analytical skills and experience using data to inform decision-making and measure the effectiveness of Customer Success programs.
• Passion for Customer Success: A genuine commitment to customer advocacy and a deep understanding of best practices in Customer Success.
• Passion for Customer Success: A deep understanding of Customer Success best practices and a genuine commitment to helping Mid-Market Businesses thrive by providing them with the financial tools and resources they need to succeed.
• Growth Mindset: A proactive and results-oriented leader with a strong work ethic and a passion for continuous learning and improvement.
• Thrive in complex, ever-changing work to meet business objectives and requirements while delivering an exceptional customer experience.

Bonus Points:

• Experience with Salesforce, Gainsight, or other CRM and Customer Success platforms.
• Experience in a PLG-focused business model or large volume of SMB/MM customers to manage.

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:

Bay Area California- $215,500.00 - 291,500.00

Southern California- $190,000.00 - 257,000.00