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Job Details
2022-36487 -

Customer Success Manager (Mailchimp)

Location(s): Remote
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Company Overview

Intuit is a global technology platform that helps consumers and small businesses overcome their most important financial challenges. Serving more than 100 million customers worldwide, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

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

The Customer Success team within our Customer organization is focused on engaging and growing our customers throughout their Intuit Mailchimp journey. Our team uses a consultative approach to guide customers through their lifecycle, surfacing ideas, innovations, integrations, and capabilities supporting 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 product advocates, 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 are looking for a Customer Success Manager interested in using creativity to solve problems, build long-term relationships with businesses, and help their customers use software to achieve their marketing goals. Customer Success Managers are the trusted advisors for each of their customers. They have an intimate understanding of how their businesses work and what the businesses need to grow and thrive. In working with your customers, you will find that no two of them are the same. 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.

Qualifications

  • Manage 50 - 80 customer relationships. Some of your customers will be new, while others may have been using Intuit Mailchimp for several years. 
  • Be accountable for the retention and growth of your customers. 
  • Build and foster relationships with key decision makers and stakeholders across multiple customer teams.
  • Engage customers in strategy conversations to derive maximum value from their investment in Mailchimp.
  • Define what success means for your customers and produce detailed plans outlining a roadmap to achieve success and share in accountability of their success.
  • Monitor customer health and create risk mitigation plans where needed.
  • Resolve customer inquiries by aligning customers with the right resources.
  • Develop and share best practices with team members to continually improve our processes' quality, effectiveness, and efficiency.
  • Partner with different teams at Mailchimp to 'solve for the customer', including onboarding, up-sell, and contract management. Along the way, you will get to know Mailchimp's software incredibly well and help your customers fully adopt the platform.
  • Promote the growth of your install base by uncovering, scoping, and qualifying opportunities where customers can use more Mailchimp products and services to ensure customer retention and growth.
  • Understand technical roadblocks and make recommendations on solution implementation and core integrations using Mailchimp to overcome them.

Responsibilities

  • 3+ years experience in a client-facing/account management role  with at least 2 years of managing a dedicated book of business
  • Business savvy with consultative, problem solving, and issue resolution skills
  • Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution.
  • Motivated self-starter who is hungry to learn and can provide strong examples of how they have achieved results while balancing demanding expectations
  • Strong negotiation skills, comfortable navigating financial conversations, and dealing with cancellations
  • It's easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation.
  • Knowledge of Email Marketing or the aptitude to learn it quickly and independently is required.
  • Excellent phone, written, and verbal communication skills. Familiar with presenting strategy verbally in person, over the phone, and in email. 
  • The ability to thrive in a fast-paced environment.
  • Experience with SaaS & marketing automation software is a huge plus.
  • Some travel required (up to 15%).
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"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
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"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
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Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
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Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Photo of Natalie
Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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Heather Intuit employee
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
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Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
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Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

Hear from our employees

Conrad De Peuter

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