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 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

How you’ll work: Our Core Leadership Behaviors are the observable and measurable leadership actions and skills that contribute to our effectiveness and success in our roles at Mailchimp. They determine how we do our jobs and how we meet our goals, enabling us to bring out the best in each other and execute on our strategic plans to deliver for our customers.

  • Thriving in Complexity: You unravel and make sense of potentially sophisticated, incomplete, and contradictory information to effectively solve problems. 
  • Nimble Learning: You tackle problems with experimentation, using successes and failures to inform future decisions
  • Expecting the best: You hold yourself and others accountable to meet commitments
  • Collaborating Courageously: You build partnerships across the company and work collaboratively with others to meet strategic goals
  • Cultivating Candor: You act with integrity and earn the confidence and trust of others through honesty and authenticity
  • Inclusive Leadership: You recognize the value diversity brings to our organization and leverages different perspectives to enhance organizational culture and drive performance
  • Customer Obsessed: You listen hard to customers, understand their challenges, develop relationships with them, and deliver products that remove their obstacles
  • Action Oriented: You initiate new opportunities and face tough challenges with a sense of energy, enthusiasm and service

*Mailchimp currently offers flexible and remote options in Arizona, Arkansas, California, Colorado, Georgia, Florida, Illinois, Kentucky, Louisiana, Massachusetts, Minnesota, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, and Washington. If you are unable to work from one of these registered locations, you will not be eligible for employment.

The minimum base salary for this role in Colorado is $93,000. For all other locations, base salary will vary by geographic market and will be determined through the selection and assessment process for this role relative to your experience and our job qualifications.

Curious how hiring has shifted at Mailchimp due to Covid-19? Click here to find out more! 

Mailchimp is a founder-owned and highly profitable company headquartered in the heart of Atlanta with offices in Brooklyn, Oakland, Vancouver, and London with additional remote work locations available. Our purpose is to empower the underdog, and our mission is to democratize cutting edge marketing technology for small business. We offer our employees competitive compensation, fully paid benefits (for employees and their families), and generous profit sharing, and are a flexible-first organization. We hire collaborative, customer obsessed, problem solvers and give you ample opportunity to grow and succeed.

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, gender (including gender expression and gender identity), sexual orientation, age, weight, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, or any other factor protected by federal, state or local law. 

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At Mailchimp, we believe what makes us different makes us stronger. Building a more diverse, inclusive, and equitable organization is good for our teams, our customers, and our community. We empower each other to bring unique perspectives and experiences to work, and we continually seek new ways to do so. We encourage people from underrepresented backgrounds and different industries to apply.

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