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Manager, Strategic Customer Success
Location(s): RemoteCompany Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, 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 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.
As the Manager, Strategic 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.
Qualifications
- Has 4+ 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
- I have a track record of working creatively, problem-solving, and collaborating with Sales, Product, and Marketing to create an exceptional customer experience.
- 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.
Responsibilities
- Manage a team of 5-8 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.
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is New York $136,500 - $184,500, Colorado $118,500 - $160,000, Bay Area California $147,000 - 199,000, Southern California $127,000 - 173,000, Washington $124,000 - $168,000. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
"It’s important to always strive for improvement, even if you’re already in a good place."
"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."
"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."
"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."
"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."
"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."
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
"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."
"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."
"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."
"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."
"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."
"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."
"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."
"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."
"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."
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
"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."
"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."
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
"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."
"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
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
Award-winning culture, best-in-class benefits
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