Manager 3, Customer Success

Company Overview

Job Overview

Mailchimp is a leading marketing platform for small businesses. We empower millions of customers worldwide to build their brands and grow their companies with a suite of marketing automation, multichannel campaigns, CRM, and analytics tools. Our Customer Success team focuses on engaging, growing, and retaining our customers throughout their Mailchimp journey.

We are committed to delivering the best possible experiences to drive adoption, growth, and customer advocacy. We connect with key infl uencers and power users to strengthen our working relationship, understand challenges and pain points, gather and document product feedback, act as advocates, and relay important communications directly to our customers. We collaborate internally with Customer Care, Product, Marketing, Sales, RevOps, Analytics, and more to provide a connected experience for our customers.

We are seeking an experienced and passionate Group Manager of Customer Success to lead a high-performing team dedicated to driving engagement and value for our most valuable mid-market customers. In this critical role, you will be a key driver of customer satisfaction, retention, and growth. You will inspire and mentor a team, fostering a culture of excellence and collaboration.

Responsibilities

• Lead and Develop a High-Performing Team: Directly manage a team of four managers with a team of 30+ CSMs, providing coaching, mentorship, and professional development opportunities to drive individual and team success.
• Contribute and influence the global CS strategy and corresponding playbooks
• Drive Customer Engagement and Value: Develop and implement strategies to drive customer awareness, deepen customer relationships, increase product adoption, and ensure customers achieve their desired outcomes using Mailchimp.
• Build and Scale Customer Success Programs: Oversee the creation and execution of scalable programs, playbooks, and resources to enhance customer onboarding, engagement, and retention efforts.
• Champion Customer Advocacy: Be a relentless advocate for our customers, ensuring their voice is heard across the organization and influencing product roadmap decisions.
• Cross-Functional Collaboration: Partner closely with Sales, Onboarding, Marketing, Product, Revenue Operations, and other teams to deliver a seamless and world-class customer experience.
• Data-Driven Decision Making: Leverage data and insights to track key performance indicators (KPIs), measure program effectiveness, and identify areas for continuous improvement.
• Strategic Planning and Execution: Collaborate with the Global Head of Customer Success to align with the overall vision and contribute to the strategic direction of the Customer Success organization.
• Culture Champion: Embody and promote Mailchimp and Intuit's values, fostering a positive and inclusive work environment.

Qualifications

• Proven Leadership: 7+ years of experience in Customer Success, with at least 3+ years leading a team of 50+ FTEs, including both individual contributors and managers.Experience in a SaaS environment is required.
• Strategic Mindset: Demonstrated ability to think strategically, translate business objectives into actionable plans, and drive successful outcomes in a complex ecosystem.
• Strong Execution Skills: Proven ability to execute complex projects involving multiple stakeholders and cross-functional teams.
• Exceptional Communication and Interpersonal Skills: Excellent written and verbal communication, presentation, and interpersonal skills with the ability to build strong relationships and influence at all levels of an organization.
• Data Fluency: Strong analytical skills and experience using data to informdecision-making and measure the effectiveness of Customer Success programs.
• Passion for Customer Success: A genuine commitment to customer advocacy and adeep understanding of best practices in Customer Success.
• Growth Mindset: A proactive and results-oriented leader with a strong work ethic and a passion for continuous learning and improvement.
• Thrive in complex, ever-changing work to meet business objectives and requirements while delivering an exceptional customer experience.

Bonus Points:

• Experience with Salesforce, Gainsight, or other CRM and Customer Success platforms.
• Experience in the marketing technology or e-commerce industries.
• Experience in a PLG-focused business model or large volume of SMB/MM customers to manage.