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.

As a Senior Customer Success Manager you will develop relationships with customers that promote retention and loyalty, ultimately improving lifetime value and reducing churn. You will ensure that all customers are successfully using the Mailchimp platform and will be your customer’s single point of contact for questions regarding their business. You will be responsible for reaching out to your customers with news of platform upgrades and features, providing any necessary training to optimize all customers’ experience of the platform, and will focus on achieving overall customer retention and striving for business cost reduction.

What you'll do here:

• Facilitate complex technical issues with internal teams for resolution
• Conduct ad hoc training to customers
• Ensure customers remain satisfied with the platform by educating them about functional capabilities and possible upgrades
• Aid with the development and improvements of the platform by gathering feedback to identify recurring issues and addressing those with product representatives
• Maintain excellent service standards, going above and beyond to ensure satisfaction and retention
• Maintain a comprehensive understanding of shifting business challenges faced by customers and common objectives and appropriately map those to the value proposition of their decision to use the Mailchimp platform to address their needs
• Identify risks to the customer achieving their stated business goals and match surfaced opportunities to mitigate
• Maintain a comprehensive understanding of shifting business challenges faced by customers and common objectives and appropriately map those to the value proposition of their decision to use the Mailchimp platform to address their needs

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 have patience and enthusiasm for explaining complex concepts to a diverse audience
• You have an 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 are accountable
• You have the ability to listen hard and change fast to meet changing business objectives and requirements
• Are comfortable with some travel required (up to 15%)

Bonus points for:

• HTML/CSS experience
• Experience working with self-service SaaS solutions
• Experience working in a team-oriented, collaborative environment
• Being multilingual in one or more major European languages 
• Understanding of Mailchimp and its features
• Knowledge of market and competitive landscape
• Knowledge of CRM and Customer Success platforms

At Mailchimp, we understand that experience comes in many forms. We don’t just accept 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.