Principal Customer Success Manager

3 weeks ago

Toronto ON, Canada Intuit Inc. Full time

We seek a Principal CSM to provide our largest Midmarket customers with proactive, high-touch strategic consulting. You will work closely with ~30 customers and align with key stakeholders on challenges and business goals to help set them up for long-term growth and success with Intuit Mailchimp. You will meet weekly with customers to drive progress towards their goals, provide strategic recommendations and analysis on recent campaigns, and become a trusted partner to them. Your success will be measured on customer retention, customer growth rate, and customer sentiment (NPS).

This is an excellent opportunity for an experienced CSM with strong technical skills and a previous background in email marketing or marketing strategy with midmarket accounts. We are particularly interested in individuals with a track record of finding creative solutions to unique problems who thrive in challenging situations. We want to apply these skills to solve for customers using our software.

Responsibilities
  • Create prescriptive and customized customer success plans based on customers' goals & challenges, holding customers accountable to driving action, and reporting impact to all levels within the customers' organization
  • Use creative problem-solving to help customers reach their business goals and maximize the value they are getting from Intuit Mailchimp.
  • Build strong relationships with customers and executives to drive executive stakeholder alignment on both the customer and Intuit Mailchimp side.
  • Devise strategies to help increase email and SMS revenue for all your customers through the Intuit Mailchimp platform while driving growth and expansion for our largest accounts.
  • Ensuring customer sentiment is strong, serving as an internal advocate for your customers, and leading cross-functional efforts to solve for the customer
  • Proactively Identify and execute on areas for new content, program development, or training to help drive customer success
  • Collaboratively involve leadership across the business to drive customer value and decrease churn
  • Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion
  • 5+ years of enterprise account management experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a time
  • With excellent program management skills, you can own customer projects from scoping and planning through to implementation and measuring
  • You are a trusted advisor to your customers, able to assist in prioritizing initiatives based on competing priorities and You can effectively push back and, challenge customers, and leverage data to reinforce your recommendations.
  • You have a track record for creative problem-solving for customers and end
  • Excellent organizational and project management skills
  • Excellent communication skills via phone, video conference, and email
  • Curious and eager to learn
  • You are adaptable to change and working in a fast-paced environment
  • Experience managing customer relationships through Salesforce, Gainsight, or similar CRMs and experience using email marketing platforms and E-Commerce platforms
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