Senior Manager of Strategic Success (Mailchimp)

Overview

As the Senior Manager of Strategic Success, you are an operational and strategic thought leader experienced in building, executing and leading a team focused on delivering a high touch, proactive engagement model for our highest value customers. Intuit Mailchimp is innovating growth, and we will be focusing on understanding mid-market/enterprise customer challenges and needs and you will help drive the vision for our upmarket customer experience. You will serve as an advocate and partner to Intuit Mailchimp's most strategic customers, combining marketing strategic guidance, technical aptitude and experienced business acumen to support customers business results and help them to achieve maximum value. In this leadership role, you will partner with key stakeholders across the business to establish the operations, processes, engagement models and goals to drive customer outcomes and growth while mitigating any risk. You have a solid understanding of developing, implementing and measuring customer success principles, excellent communication skills, and a proven track record of managing across complex customer relationships in a mid market environment. As part of our customer success-focused, results-driven organization, you will also be responsible for driving sustainable, long-term customer value and measured on your team's Net Revenue Retention, and customer satisfaction.

• 7+ years in an enterprise or strategic account leadership function
• Strong leadership skills and experience building productive Enterprise level teams with effective performance management
• Demonstrated success in managing complex customer relationships, achieving customer satisfaction, and driving customer retention and expansion
• Strong business acumen - experience diving into earnings reports, project planning during change in leadership, identifying macro business trends and upskilling your peers in these areas
• Proven experience driving a strategic motion, including value propositions, executive planning, outcome based engagements
• Excellent communication skills, both written and verbal, with the ability to engage and influence stakeholders at all levels of an organization.
• Strong problem-solving and analytical skills, with the ability to navigate through ambiguity and provide effective solutions
• Ability to prioritize and manage across team members and accounts, while maintaining a high level of attention to detail
• Experience working with CRM systems and customer success tools (e.g., Salesforce) is preferred
• Technical aptitude with the ability to triage and diagnose an issue while knowing when to bring in the right stakeholders to dive deeper and drive solutions forward
• A passion for technology and a willingness to continuously learn and adapt in a fast-paced environment
• Team player with a collaborative mindset and the ability to work effectively with cross-functional teams

• Lead an organization of strategic Customer Success Managers, comprised of 20-40 Individual Contributors, and 3-5 Leaders
• Help grow, retain, and develop top talent to provide our customers with a world class dedicated relationship experience
• Refine and establish the operating framework and GTM motions for the business' top and high growth customers
• Own Net Revenue Retention (NRR) for the Strategic Success team
• Develop and execute engagement models and enterprise level customer success plans that meet the needs of this customer segment to drive product adoption, usage, overall customer satisfaction and accelerated growth
• Lead strategy and prioritization sessions with team and relevant stakeholders to uncover and foster new growth opportunities
• Analyze data and usage patterns to identify trends and to build strategy to help customers realize their goals while driving business outcomes for Intuit Mailchimp
• Foster relationships with executive decision makers on the customer side and internally within Intuit Mailchimp to act as an internal advocate for customers to drive customer success and product enhancements
• Manage regular business reviews with key stakeholders to assess customer health, identify areas for improvement, and provide strategic recommendations
• Work closely with key cross-functional leaders, including Onboarding, Solution Consultants, Sales, Contract Management, Product Support, and Partners, to define, develop and execute effective customer adoption strategies
• Build hand off processes to best identify and capitalize on account expansion opportunities between sales, customer success, onboarding
• Provide ongoing visibility to Intuit Mailchimp leadership around customer sentiment, successes, challenges, risks and product optimizations in order to help inform prioritization and action moving forward