Senior Manager, Accountant Customer Success (Fintech)

TL;DR

Senior Manager, Accountant Customer Success (Fintech): Leading the Accountant Product Support team to elevate service experiences for influential customers with an accent on operational excellence and data-driven insights. Focus on scaling support for QuickBooks Accountant Premium, optimizing team performance, and driving CX metrics like tNPS and Resolution Scores.

Location: Must be based in the US. Available as remote in Arizona, California (Not Bay Area), and New Jersey, or hybrid/onsite in Atlanta, Georgia and Plano, Texas.

Salary: $117,000 - $222,500 (varies by location)

Company

hirify.global is a global financial technology platform that powers prosperity for millions of customers through products like TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Lead a high-performing team of front-line managers within the QuickBooks Accountant support organization.
• Drive key performance metrics including Quality of Service, tNPS, Resolution Scores, and Productivity.
• Collaborate cross-functionally with Thrive teams to design optimal operational delivery processes.
• Analyze customer pain points and implement transformative improvements to the Accountant Experience.
• Partner with workforce management and finance teams to align on capacity plans and financial targets.
• Manage a geographically remote workforce, overseeing hiring and training during peak season demand.

Requirements

• Must be based in the United States.
• Bachelor's degree or equivalent practical experience.
• Minimum of 5 years of experience in people leadership within service delivery or the accounting industry.
• Strong data-driven background with deep familiarity with CX metrics (tNPS, IR, AHT, SQS).
• Proven track record of executing complex organizational change initiatives and managing multiple project deliverables.
• Excellent written and verbal communication skills for influencing in a cross-matrixed environment.

Nice to have

• MBA or specialized degree in Accounting or Finance.
• Experience managing teams in a fast-paced tech environment supporting financial professionals.
• Knowledge of the QuickBooks Suite, CRM software, and contact center technologies.
• Ability to travel up to 10%.

Culture & Benefits

• Competitive compensation package with a pay-for-performance rewards approach.
• Eligibility for cash bonuses and equity rewards.
• Comprehensive benefits program for full-time employees.
• Environment focused on customer obsession and continuous innovation.