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Salary: Dependent on experience

Opening Hours: Shifts between Monday to Friday, 08:00 to 20:00 (no weekends)

Contract Type: Permanent, full-time (37.5 hours per week)

Location: Victoria Street, London, SW1E 5JL (hybrid working), plus occasional travel to Kingston upon Thames

 

Foundever® and Intuit seeking a customer-obsessed and experienced Customer Success Manager to join our team in Kingston upon Thames, working on behalf of one of the world’s leading fintech brands, Intuit Quickbooks.

 

Please note sponsorship is not available for this role.

 

The Opportunity

As a Customer Success Manager with Foundever® and Intuit, you’ll play a key role in ensuring our high-value customers using the Quickbooks platform achieve success and satisfaction. Acting as both a trusted advisor and product expert, your primary mission will be to build and nurture customer relationships, from onboarding new clients through to providing ongoing technical and strategic support.

 

You will work cross-functionally to ensure an unrivalled customer experience, being responsible for a smooth handover from sales, tracking customer health for growth opportunities, and acting as a point of escalation for high priority or critical technical support queries. Championing the voice of the customer, you’ll liaise with CX teams to influence service design and product strategy.

 

This role would suit someone with 1-2 years of experience working as a Customer Success Manager, who can demonstrate a proven track record of driving customer success and consistently achieving retention goals. Knowledge of accounting and bookkeeping is strongly desired.

 

Key Responsibilities

In this role, you will:

Build and maintain trusted relationships with high-value customers by acting as both a strategic advisor and feature adoption expert for QuickBooks customers. Manage end-to-end customer onboarding, providing technical and strategic support to ensure full adoption and long-term success with QuickBooks products. Regularly engage with customers to assess their satisfaction, track progress toward milestones, and provide actionable insights for enhancing their use of the software. Develop proficiency and knowledge in QuickBooks products, with an ability to demonstrate advanced technical knowledge to both technical and non-technical audiences. Leverage data to identify trends, pain points, and expansion opportunities, proactively driving feature adoption based on customer goals and needs. Work closely with sales account managers both pre and post sale to ensure a successful customer handover, and track customer health closely for growth opportunities. Act as a point of escalation for high priority/critical technical support cases or fixes, coordinating support and engineering internally to ensure a timely resolution. Liaise with CX teams to amplify the voice of our high-value customers, championing customer feedback and data to influence service design and product strategy.

 

Your Profile and Experience

Experience: Minimum 1 year experience working as a Customer Success Manager or similar role, with a demonstrable track record of driving customer satisfaction and retention.

Knowledge: An understanding of accounting/bookkeeping (ACCA, ICB, CIPP) is strongly advantageous, with the ability to advise on Quickbooks best practices.

Communication: Strong communication and interpersonal skills, able to clearly articulate technical concepts to audiences at all levels.

Strategic: Commercially aware and data-driven, with the ability to identify growth opportunities and translate insights into action.

Versatile: Balances technical problem-solving with strategic relationship-building in a fast-paced environment.

Customer-Obsessed: Curious and value-driven, able to see things from the customer’s point of view and find solutions to match their needs.

Collaborative: Work effectively across internal and client teams to deliver comprehensive support and solutions.

Proactive: Takes initiative to anticipate challenges and drive customer outcomes before issues arise.

 

About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

 

Intuit is a global financial technology platform powering prosperity for over 100 million customers worldwide. With a mission to help individuals and small businesses thrive, they are the team behind trusted brands like TurboTax, Credit Karma, QuickBooks, and Mailchimp.

 

Our Recruitment Process

Customer obsession is at the heart of what we do. If that resonates with you, we’d love to hear from you! Please click the ‘Apply now’ button on this advert and we’ll be in touch…

 

If your application is shortlisted, you can look forward to experiencing the following journey with us:

Intro Call: Meet with Elliott, our in-house recruiter, who will share more about the role, our business and Intuit, and be keen to understand more about you and your experience. This is also a great time to ask us any questions you may have! Interview: Attend an in-person competency-based interview with our Hiring Team at their offices in central London.

 

Apply Now! We look forward to reviewing your application.

Foundever® is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making Foundever® a truly inclusive place to work. We recognized and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.

 

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you. You can reach us at Recruitment.Kingston@foundever.com.

 

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as it permitted by UK legislation and then destroyed.