Director of Customer Success, Scale (Remote) at Mailchimp

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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 Customer organization is focused on engaging and growing our customers throughout their Mailchimp journey. Our team uses a consultative approach to guide customers through their customer lifecycle, surfacing ideas, innovations, integrations, and capabilities in support of our customers’ business goals. We share a commitment to delivering the best possible experiences to drive adoption, growth, and customer advocacy. We connect with key influencers and power users 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 collaborate internally with Customer Care, Product, Marketing, Sales and Research to provide a connected experience for our customers.
We’re looking looking for an experienced Customer Success Leader. In this role you will spearhead the development of our Growth and Engagement programs, as well as grow and mentor members of the Customer Success team across multiple tiers. You will be responsible for leading a team to identify key areas of growth, engagement, risk and utilization of Mailchimp’s products and services.
What you'll do here:
  • Guide the development and build of Mailchimp’s customer growth and engagement journey through programming that scales across multiple customer segments.
  • Lead the development of Mailchimp’s Customer Success programming across multiple customer tiers, both 1-to-1 and 1-to-many (pooled CSM) model
  • Build cross-functional relationships with Mailchimp leaders to create a unified customer experience
  • Drive value for Mailchimp’s customer segments, ensuring they have the right products, services and tools to accomplish their goals
  • Manage the development of escalation protocols across customer tiers during the growth and engagement phase
  • Lead the creation of growth and engagement playbooks for the Customer Success team
  • Work with other department heads and teams to coordinate integration efforts and ongoing delivery, support and operations
  • Define metrics and KPIs that showcase growth opportunities and engagement success
  • Implement reporting to show progress, performance and ROI of Customer Success at the tier level, team level and individual level
We would love to hear from you if:
  • You have experience developing and launching Customer Success programs at scale
  • You have experience in building, mentoring and inspiring teams
  • You are a strong collaborator, communicator and work well cross-functionally
  • You are a leader in change management
  • You are a strong leader with a track record of building and growing high performing teams.
  • You care deeply about your team and their growth
  • You have an understanding of Customer Success platforms
  • You have an understanding of how to define health scoring at multiple levels
  • You have excellent presentation skills, communicating clearly to all levels
  • You have demonstrated the ability to manage multiple initiatives at one time
  • You have strong organizational skills and pursue measuring the impact of you and your team’s performance
Bonus points if you are:
  • Experienced in working with self-service SaaS solutions
  • Multilingual in one or more major European languages
  • Understanding of Mailchimp and its features
  • Knowledgable of market and competitive landscape
  • Knowledgable of CRM and Customer Success platforms
At Mailchimp, we understand that experience comes in many forms. We don’t just appreciate differences, we celebrate them, support them, and hire peeps from a wide variety of backgrounds because it makes our company stronger. We’re dedicated to adding new perspectives to the team - so if your experience aligns with what we’re looking for (even if you don’t check every single box), please consider applying!

Mailchimp is an all-in-one marketing platform for growing businesses. Mailchimp empowers millions of customers around the world to start and grow their businesses with world-class marketing technology, award-winning customer support, and inspiring content. Millions of businesses and individuals—from community organizations to Fortune 100 companies—trust Mailchimp to help them connect with their audience with the right message, at the right time, in the right place.

Founded in 2001 and based in Atlanta with offices in Brooklyn, Oakland, Vancouver, London, and Santa Monica, Mailchimp has 1,200+ employees. Through Intuit, we offer employees competitive compensation, best in class perks and benefits. We hire collaborative, customer obsessed, problem solvers and give you ample opportunity to grow and succeed. Find Mailchimp on social.

Vaccination Policy: We are requiring that employees who come onsite be vaccinated. Unless prohibited by applicable law, full vaccination against COVID-19 is a requirement for any position at Mailchimp/Intuit that necessitates coming onsite and/or in-person business activity. Qualified applicants who wold like to request an accommodation (exception) on the basis of a qualifying medical condition/disability or sincerely-held religious belief should contact [email protected] 

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, sex, gender (including gender expression and gender identity), sexual orientation, age, weight, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, genetic information, or any other factor protected by federal, state or local law. Mailchimp also prohibits harassment of applicants and employees based on any of these protected categories, and complies with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions.

More Information on Mailchimp
Mailchimp operates in the Marketing Tech industry. The company is located in Atlanta, GA, Brooklyn, NY and Oakland, CA. Mailchimp was founded in 2022. It has 1300 total employees. To see all 92 open jobs at Mailchimp, click here.
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