Customer Success Manager

Mailchimp is a leading marketing platform for small business. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaign, CRM, and analytics tools.

The Customer Success team within our Support organization uses a consultative mindset to help key customers plan their marketing strategy, deploy new channels, measure success, and position MailChimp an indispensable resource. Our team employs collaborative problem-solving, surfacing the best ideas, innovations, integrations, and capabilities to match the customers’ business goals. We share a commitment to delivering the best possible experiences to drive adoption, growth, and customer loyalty. We connect with key influencers and power users regularly to evaluate the strength of our business relationship, dig for pain points, gather and document product feedback, act as a product advocate, and relay important communications directly to our customers. We partner with Support Product Analysts, Marketing, and Research to round out the voice of the customer internally. 

As a Customer Success Manager, you will build and manage effective relationships with customers and leadership to communicate the value of our services in the context of customers’ business goals with the goal of retaining high value, satisfied customers. You must be able to identify risks to customer satisfaction proactively and collaborate across product and operational lines to pursue solutions and advocate for our customers.  You are comfortable with being a trailblazer and driving change across the organization to promote healthy processes that will allow us to better service our customers to create long term value.

What you'll do here:

• Establish a trusted advisor relationship with customers
• Assist customers in mastering MailChimp products through on-boarding, continuing education, and relationship management
• Define business objectives with customers and build a plan for their success
• Utilize strong understanding of SMB’s needs in conjunction with MailChimp’s solutions to adapt product recommendations to suit customer needs
• Review and assess customers’ progress monthly and quarterly, and offer recommendations based on results
• Communicate “voice of the customer” feedback, and customer stories with cross-functional teams to help drive product growth

70% Mitigate attrition risk:  

• Acts as a project manager and cross-departmental influence to drive retention for escalated client issues coordinating internal teams as necessary, tracking the process through Copper and working to triage to ensure the greatest impact issues are addressed in a timely manner.
• Access and prioritize issues that lead to customer attrition risk leveraging internal domain expertise to ensure a strong mitigation plan is in place including ongoing transparency with the customer.

30% Develop and maintain strong customer and relationships:  

• Primary ownership and accountability for customer satisfaction and retention within assigned Customer Success tier; 
• Ensure ongoing adoption of Mailchimp features
• Conduct annual business review to ensure best practices/recommendations and progress of an established customer’s business strategy

• Mentoring and coaching of teammates as part of onboarding program and other projects and/or initiatives.
• Seek out knowledge and development opportunities

We'd love to hear from you if:

• You have at least 3 years of Customer Success or account management experience 
• You have a proven ability to help customers grow year over year
• You have exceptional verbal and written communication skills, including public speaking ability
• You demonstrate patience and enthusiasm for explaining complex concepts to a diverse audience
• You have an existing understanding of successful marketing practices, or a willingness to learn
• You have a proven ability to help customers grow year over year
• You have experience in mitigating attrition 
• You have the ability to communicate the value of services in the context of customer’s goals
• You pay attention to detail, follow-through, and accountability
• You have the ability to listen hard and change fast to meet changing business objectives and requirements
• You're comfortable with some travel (up to 15%)

Bonus points for

• HTML/CSS experience
• Experience working with self-service SaaS solutions
• Experience working in a team-oriented, collaborative environment
• Knowledge of market and competitive landscape
• Working knowledge of MailChimp’s features
• Zendesk experience
• Being multilingual in one or more major European languages 

How you’ll work:  Our Core Leadership Behaviors are the observable and measurable leadership actions and skills that contribute to our effectiveness and success in our roles at Mailchimp. They determine how we do our jobs and how we meet our goals, enabling us to bring out the best in each other and execute on our strategic plans to deliver for our customers.

• Thriving in Complexity: You unravel and make sense of potentially sophisticated, incomplete, and contradictory information to effectively solve problems. 
• Nimble Learning: You tackle problems with experimentation, using successes and failures to inform future decisions
• Expecting the best: You hold yourself and others accountable to meet commitments
• Collaborating Courageously: You build partnerships across the company and work collaboratively with others to meet strategic goals
• Cultivating Candor: You act with integrity and earn the confidence and trust of others through honesty and authenticity
• Inclusive Leadership: You recognize the value diversity brings to our organization and leverages different perspectives to enhance organizational culture and drive performance
• Customer Obsessed: You listen hard to customers, understand their challenges, develop relationships with them, and deliver products that remove their obstacles
• Action Oriented: You initiate new opportunities and face tough challenges with a sense of energy, enthusiasm and service

*Mailchimp currently offers flexible and remote options in Arizona, Arkansas, California, Colorado, Georgia, Florida, Illinois, Kentucky, Louisiana, Massachusetts, Minnesota, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, and Washington. If you are unable to work from one of these registered locations, you will not be eligible for employment.

The target base salary for this role is $73,000 to $88,000. Base salary will be determined through the selection and assessment process for this role relative to your experience and our job qualifications.

The minimum base salary for this role in Colorado is $73,000. For all other locations, base salary will vary by geographic market and will be determined through the selection and assessment process for this role relative to your experience and our job qualifications.

Curious how hiring has shifted at Mailchimp due to Covid-19? Click here to find out more! 

Mailchimp is a founder-owned and highly profitable company headquartered in the heart of Atlanta with offices in Brooklyn, Oakland, Vancouver, and London with additional remote work locations available. Our purpose is to empower the underdog, and our mission is to democratize cutting edge marketing technology for small business. We offer our employees competitive compensation, fully paid benefits (for employees and their families), and generous profit sharing, and are a flexible-first organization. We hire collaborative, customer obsessed, problem solvers and give you ample opportunity to grow and succeed.

Mailchimp is an equal opportunity employer, and we value diversity at our company. We don't discriminate on the basis race, color, citizenship status, national origin, ancestry, gender (including gender expression and gender identity), sexual orientation, age, weight, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, or any other factor protected by federal, state or local law. 

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