Senior Customer Success Manager, Public Sector/Union
Spring Health
Spring
Client Success Manager
Aprio
full-time
Posted on:
Location: Arizona, California, Colorado, District of Columbia • 🇺🇸 United States
Visit company websiteSalary
💰 $115,000 - $155,000 per year
Job Level
Mid-LevelSenior
About the role
- Serve as the trusted advisor for a portfolio of high-value clients using Intuit Enterprise Suite, QuickBooks Online, Payroll, Time, and related solutions
- Proactively engage with clients through regular check-ins to ensure satisfaction, identify opportunities, and anticipate challenges
- Provide expert-level phone, email, and chat support for complex inquiries
- Guide clients through troubleshooting, configuration, and optimization to maximize efficiency and ROI
- Partner with internal support engineers to resolve escalations quickly and effectively
- Build and maintain reporting systems to track client health, highlight recurring issues, and identify opportunities for improvements
- Monitor, analyze, and own key performance indicators tied to customer retention, adoption, and service efficiency
- Oversee client-specific implementation and optimization initiatives from start to finish
- Coordinate cross-functional teams to ensure projects are delivered on time, on budget, and aligned with client goals
- Lead and develop a team of 3–6 professionals, providing coaching, feedback, and growth opportunities
- Create a culture of accountability, collaboration, and continuous improvement
Requirements
- 3+ years in customer success, account management, or client support
- Hands-on experience with QuickBooks Online (QBO) is required
- QuickBooks ProAdvisor certification strongly preferred
- Familiarity with accounting workflows and financial processes
- Strong troubleshooting abilities to resolve client issues efficiently
- Proven ability to develop trusted, long-term relationships with clients and internal stakeholders
- Experience managing and mentoring a team (3–6 people)
- Comfortable navigating change and ambiguity while keeping clients confident and informed
- Excellent written, verbal, and video presence to engage clients and deliver polished presentations
