Intuit Manager Customer Success 

United States, Georgia, Atlanta 

901628621

• Lead and Develop a High-Performing Team: Directly manage a team of four managers with a team of 30+ CSMs, providing coaching, mentorship, and professional development opportunities to drive individual and team success.
• Contribute and influence the global CS strategy and corresponding playbooks
• Drive Customer Engagement and Value: Develop and implement strategies to drive customer awareness, deepen customer relationships, increase product adoption, and ensure customers achieve their desired outcomes using Mailchimp.
• Build and Scale Customer Success Programs: Oversee the creation and execution of scalable programs, playbooks, and resources to enhance customer onboarding, engagement, and retention efforts.
• Champion Customer Advocacy: Be a relentless advocate for our customers, ensuring their voice is heard across the organization and influencing product roadmap decisions.
• Cross-Functional Collaboration: Partner closely with Sales, Onboarding, Marketing, Product, Revenue Operations, and other teams to deliver a seamless and world-class customer experience.
• Data-Driven Decision Making: Leverage data and insights to track key performance indicators (KPIs), measure program effectiveness, and identify areas for continuous improvement.
• Strategic Planning and Execution: Collaborate with the Global Head of Customer Success to align with the overall vision and contribute to the strategic direction of the Customer Success organization.
• Culture Champion: Embody and promote Mailchimp and Intuit's values, fostering a positive and inclusive work environment.

• Proven Leadership: 7+ years of experience in Customer Success, with at least 3+ years leading a team of 50+ FTEs, including both individual contributors and managers.Experience in a SaaS environment is required.
• Strategic Mindset: Demonstrated ability to think strategically, translate business objectives into actionable plans, and drive successful outcomes in a complex ecosystem.
• Strong Execution Skills: Proven ability to execute complex projects involving multiple stakeholders and cross-functional teams.
• Exceptional Communication and Interpersonal Skills: Excellent written and verbal communication, presentation, and interpersonal skills with the ability to build strong relationships and influence at all levels of an organization.
• Data Fluency: Strong analytical skills and experience using data to informdecision-making and measure the effectiveness of Customer Success programs.
• Passion for Customer Success: A genuine commitment to customer advocacy and adeep understanding of best practices in Customer Success.
• Growth Mindset: A proactive and results-oriented leader with a strong work ethic and a passion for continuous learning and improvement.
• Thrive in complex, ever-changing work to meet business objectives and requirements while delivering an exceptional customer experience.

Bonus Points:

• Experience with Salesforce, Gainsight, or other CRM and Customer Success platforms.
• Experience in the marketing technology or e-commerce industries.
• Experience in a PLG-focused business model or large volume of SMB/MM customers to manage.