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Senior Customer Success Manager

Atlanta

Mailchimp is the world's leading email marketing service. Millions of people and businesses use Mailchimp to design and send more than 1 billion emails a day. We empower small businesses with a suite of powerful and easy-to-use email, marketing automation, and analytics tools that integrate with hundreds of popular applications and services.The Customer Success team uses a consultative mindset to help key customers plan their marketing strategy, deploy new channels, measure success, and position Mailchimp as an indispensable resource. Our team employs collaborative problem-solving, surfacing the best ideas, innovations, integrations, and capabilities to match the customers’ business goals. We share a commitment to delivering the best possible experiences to drive adoption, growth, and customer loyalty. We connect with key influencers and power users regularly 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 partner with Product, Marketing, and Research to round out the voice of the customer internally. 

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
  • Knowledge of market and competitive landscape
  • Working knowledge of MailChimp’s features
  • Zendesk experience
  • Being multilingual in one or more major European languages

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

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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