About this role
About the Role The QuickBooks Money Customer Success team partners with our highest-value Mid-Market customers throughout their client journey. As the first Senior Manager for the Money CS team, you are at the helm of shaping the future of customer success. You’ll guide CSMs who are responsible for building deep customer relationships and ensuring long-term success. What You'll Do
- Lead, mentor, and develop a team of Customer Success Managers, ensuring alignment with company goals and customer success best practices.
- Drive customer adoption, retention and expansion by developing scalable engagement strategies, optimizing onboarding, and improving customer health scores for mid-market businesses with complex operations.
- Implement operational frameworks and performance metrics to enhance the efficiency and effectiveness of CSM teams.
- Act as a strategic partner between Customer Success, Sales, Product, and Support teams to ensure a seamless customer journey.
- Advocate for customer needs, providing insights to product teams to influence future operational enhancements, particularly in automation, forecasting, and compliance reporting.
- Oversee high-priority customer escalations, ensuring quick resolution and long-term customer satisfaction.
- Foster a culture of innovation, collaboration, and continuous improvement, driving engagement and professional growth within the CSM organization.
- Utilize data-driven insights to refine processes, measure impact, and optimize customer success strategies. What We're Looking For
- 7+ years of experience leading a client success team, with a strong focus on mid-market B2B clients.
- 5+ years experience managing clients with one or more of the following service offerings: Payments, Bill Pay, Lending, Payroll