Intuit
Customer Success Manager - Mailchimp
Intuit
Overview
The Customer Success team focuses on engaging and growing customers throughout their Intuit Mailchimp journey. We use a consultative approach to guide customers through their lifecycle, surfacing ideas, innovations, integrations, and capabilities that support customers’ business goals. 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, uncover pain points, gather product feedback, act as product advocates, and relay important communications directly to our customers. We collaborate with Customer Care, Product, Marketing, Sales, and Research to provide a connected experience.
We seek a Customer Success Manager who uses creativity to solve problems, builds long‑term relationships, and helps customers use software to grow their business. The role requires understanding unique customer needs, identifying risks to satisfaction, collaborating across product and operations, and driving organizational change to promote healthy processes.
Responsibilities
Manage customer relationships via a dedicated book or pooled management model, overseeing both new and long‑term customers.
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 Intuit Mailchimp.
Define what success means for your customers and produce detailed plans outlining a roadmap to achieve 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 Intuit Mailchimp to ‘solve for the customer’, including onboarding, upsell, and contract work.
Promote the growth of your install base by uncovering, scoping, and qualifying opportunities where customers can use more Intuit Mailchimp products and services.
Understand technical roadblocks and make recommendations on solution implementation and core integrations using Intuit Mailchimp.
Qualifications
3+ years experience in a client‑facing/account management role with at least 2 years managing a dedicated book of business.
Business savvy with consultative, problem‑solving, and issue resolution skills.
Well‑organized, with high attention to detail, and the ability to prioritize and time‑manage for success.
Motivated self‑starter who is hungry to learn and can provide strong examples of results while balancing demanding expectations.
Strong negotiation skills, comfortable navigating financial conversations, and dealing with cancellations.
Proficient at building and maintaining relationships, managing expectations, and identifying issues that require resolution.
Knowledge of Email Marketing or the aptitude to learn it quickly and independently.
Excellent phone, written, and verbal communication; familiar with presenting strategy verbally in person, over the phone, and in email.
Ability to thrive in a fast‑paced environment.
Experience with SaaS & marketing automation software is a plus.
Some travel required (up to 15%).
Intuit provides a competitive compensation package with a strong pay‑for‑performance rewards approach, including cash bonus, equity, and benefits. Please visit Intuit Careers for full details.
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Overview
The Customer Success team focuses on engaging and growing customers throughout their Intuit Mailchimp journey. We use a consultative approach to guide customers through their lifecycle, surfacing ideas, innovations, integrations, and capabilities that support customers’ business goals. 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, uncover pain points, gather product feedback, act as product advocates, and relay important communications directly to our customers. We collaborate with Customer Care, Product, Marketing, Sales, and Research to provide a connected experience.
We seek a Customer Success Manager who uses creativity to solve problems, builds long‑term relationships, and helps customers use software to grow their business. The role requires understanding unique customer needs, identifying risks to satisfaction, collaborating across product and operations, and driving organizational change to promote healthy processes.
Responsibilities
Manage customer relationships via a dedicated book or pooled management model, overseeing both new and long‑term customers.
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 Intuit Mailchimp.
Define what success means for your customers and produce detailed plans outlining a roadmap to achieve 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 Intuit Mailchimp to ‘solve for the customer’, including onboarding, upsell, and contract work.
Promote the growth of your install base by uncovering, scoping, and qualifying opportunities where customers can use more Intuit Mailchimp products and services.
Understand technical roadblocks and make recommendations on solution implementation and core integrations using Intuit Mailchimp.
Qualifications
3+ years experience in a client‑facing/account management role with at least 2 years managing a dedicated book of business.
Business savvy with consultative, problem‑solving, and issue resolution skills.
Well‑organized, with high attention to detail, and the ability to prioritize and time‑manage for success.
Motivated self‑starter who is hungry to learn and can provide strong examples of results while balancing demanding expectations.
Strong negotiation skills, comfortable navigating financial conversations, and dealing with cancellations.
Proficient at building and maintaining relationships, managing expectations, and identifying issues that require resolution.
Knowledge of Email Marketing or the aptitude to learn it quickly and independently.
Excellent phone, written, and verbal communication; familiar with presenting strategy verbally in person, over the phone, and in email.
Ability to thrive in a fast‑paced environment.
Experience with SaaS & marketing automation software is a plus.
Some travel required (up to 15%).
Intuit provides a competitive compensation package with a strong pay‑for‑performance rewards approach, including cash bonus, equity, and benefits. Please visit Intuit Careers for full details.
#J-18808-Ljbffr