Manager, Customer Success

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 organization's 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 influencers and power users to evaluate the strength of our business 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, Research, and more to provide a connected experience for our customers.  

Responsibilities

As the Manager of Customer Success, you will lead our team of Success Managers, who will work with our extensive and rapidly growing portfolio of customers. You will be responsible for interviewing, hiring, evaluating, coaching, and leading a team of new and established CSMs in a rapidly changing environment. As part of our customer-focused, results-driven organization, you will drive net revenue retention and sustainable, long-term customer value. In this role, you will drive customer outcomes in a scalable way - through your team, systems & automation, and a strong collaboration with teams across the business such as customer ed, support, and product.

You will report to the Senior Manager of Customer Success and work closely with the other Managers to help build a team of highly successful professionals who can execute exceptional scaled customer success initiatives.

• Manage a team of 4-6 direct reports. Recruit, interview, hire, and train additional new team members.
• Work cross-functionally, developing close relationships with sales, onboarding, marketing, and product to understand customer challenges and needs and proactively surface opportunities for improvements to the customer experience
• Serve as a coach and a leader, helping to develop your individual contributors' skills so they can achieve their career goals.
• Supporting and advising team members in their day-to-day responsibilities, including driving customer outcomes through customer strategy calls and proactive outreach.
• Serve as a point of escalation for customer issues and resolve those issues in a manner that builds trust with customers and Mailchimp team members.
• Manage day-to-day operations, data analysis, goal setting, career development, performance management, and process improvement.
• Be a leader in the company with an excellent attitude that inspires others to do their best work.
• Proactively (and collaboratively) remove roadblocks getting in the way of others.
• Assess customer sentiment for your team, discovering trends to improve or capitalize on to improve customer outcomes.

Qualifications

• 5+ years of experience in leading, recruiting, and growing top customer success talent on your team customer success as a team lead or manager.
• Operationally focused with experience in managing cross-functional projects to drive critical outcomes
• A passion for building a strong team environment built around inclusivity, collaboration, and learning
• Has a track record of working creatively, problem-solving, and collaborating with Sales, Product, and Marketing to create an exceptional customer experiences.
• Highly data-driven and self-motivated, eager to learn and thrive collaboratively.
• Passionate about creative problem-solving for customers and internal teams.
• Experience in marketing or advising customers on marketing strategy. SaaS MarTech experience is a plus.
• Handling escalation issues and building trust with team members and customers.
• Delivering strategic recommendations to customers to improve their product adoption and marketing at scale.
• Ideally, you need experience leveraging tooling like ChurnZero and Salesforce to manage your team's operations.
• Have excellent verbal, written, and presentation skills, communicating clearly to all levels
• Thrive in complex, ever-changing work to meet business objectives and requirements while delivering an exceptional customer experience.
• Ability to work onsite 2-3 days per week and travel up to 15%