What are the responsibilities and job description for the Senior Customer Experience Professional position at Intuit?
At Intuit, our Customer Success Managers (CSMs) are trusted advisors, dedicated to helping our mid-market customers achieve success with Intuit Enterprise Suite (IES). As a CSM, you will build lasting relationships with businesses, guiding them through onboarding, product adoption, and ongoing value realization. Your role is pivotal in driving customer retention, optimizing engagement, and identifying opportunities for expansion.
You will work closely with mid-market businesses that rely on IES for financial management, payroll, HR, marketing, and cash flow automation, ensuring they maximize the platform’s potential. If you thrive in a fast-paced, customer-first environment, enjoy problem-solving, and are passionate about enabling business success, this is the role for you.
Responsibilities
- Serve as a dedicated trusted advisor, ensuring customers fully leverage IES to meet their business needs.
- Own the customer lifecycle, driving product adoption and customer satisfaction.
- Conduct regular check-ins, business reviews, and proactive outreach to assess customer health and provide guidance.
- Guide customers on high level IES features, best practices, and AI-powered insights to improve efficiency and growth.
- Act as a customer advocate, anticipating challenges and coordinating with internal teams (Sales, Support, Product) to resolve issues efficiently.
- Monitor key customer success metrics, such as health scores, usage trends, and retention indicators, to identify risk and expansion opportunities.
- Proactive identification of additional Intuit product ecosystem solutions to bring value to customers needs, and collaboration with Account Managers to introduce relevant products and services.
- Lead churn prevention strategies, ensuring customers see long-term value and remain engaged.
- Provide consistent feedback to support teams, influencing enhancements that better serve mid-market businesses
Qualifications
- 3 years of experience in Customer Success, Account Management, or B2B Client Engagement.
- Experience working with mid-market customers, particularly in industries that require multi-entity financial management, inventory tracking, and AI-driven forecasting.
- Proven track record of driving product adoption, improving retention, and delivering business value.
- Strong problem-solving skills with the ability to proactively identify risks and implement solutions.
- Excellent communication and relationship management skills, capable of guiding customers at all levels.
- Experience in SaaS, cloud-based enterprise solutions, or financial management platforms.
- Ability to work cross-functionally with Sales, Support, and Product teams to drive seamless customer experiences.
- Data-driven mindset with proficiency in customer success tools (e.g., Quickbase, Salesforce) and analytics dashboards.
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: