Intuit Mailchimp is a leading marketing platform for small businesses. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaigns, CRM, and analytics tools.

The Customer Success team within our Customer organization is focused on engaging and growing our customers throughout their Intuit Mailchimp journey. Our team uses a consultative approach to guide customers through their lifecycle, surfacing ideas, innovations, integrations, and capabilities supporting our customers' business goals. We share a commitment 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, dig for pain points, gather and document product feedback, act as product advocates, and relay important communications directly to our customers. We collaborate internally with Customer Care, Product, Marketing, Sales, and Research to provide a connected experience for

our customers.

We are looking for an experienced Customer Success Manager - Contracts to join our team. As a Customer Success Manager - Contracts at Intuit Mailchimp, you will be responsible for handling all assigned customer contracts. This includes communicating directly with customers and internal colleagues to ensure the accurate resolution of

customer inquiries and the execution of customer renewals. As part of our customer-focused, results-driven organization, you will also be responsible for

managing a high volume of account-related tasks centered on maximizing customer investment with Intuit Mailchimp.

• Negotiate value-driven renewals and contract changes while ensuring a superb customer experience
• Utilize business development skills to execute product expansion opportunities in collaboration with Customer Success and Sales teams
• Work collaboratively with customers and internal stakeholders to grow accounts and drive incremental opportunities
• Collaborate with Sales Representatives, Customer Success Managers, and Management to execute the contract renewal process and ensure a positive experience for the customer
• Establish cooperative working relationships with customers
• Lead forecasting discussions and pipeline reviews with internal colleagues
• Contribute to the growth of the Contract Management within the Customer Success Organization by providing feedback and piloting new processes and playbooks
• You'll learn how a variety of businesses operate, what challenges they face on a daily basis, and how technology can dramatically improve their businesses and employees' lives
• Monitor customer health throughout contract renewal process and create risk mitigation plans where needed in collaboration with the account owner

Qualifications:

• 3 years experience in a client-facing/account management role with at least 2 years of managing a dedicated book of business
• Passionate about creating a great customer experience
• Solve problems with curiosity and creativity
• Seek to understand multiple perspectives in a situation
• Have growth driven negotiation skills
• Show clear communication skills with the ability to effectively lead a phone conversation
• Possess prioritization and organizational skills with attention to detail
• Embrace a dynamic and motivating environment
• Invest in relationships with customers and colleagues
• Contribute to a positive team environment of equality and inclusion

Nice-to-Haves: 

• Experience with customer service and contract management
• Negotiation or sales experience
• Prior account management and/ or customer retention experience
• Marketing & Sales knowledge

Salary : $114,000 - $154,000