Head of Customer Success Programs

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Mailchimp is a leading marketing platform for small businesses. We empower millions of customers worldwide to build their brands and grow their companies with a suite of marketing automation, multichannel campaigns, CRM, and analytics tools. Our Customer Success team focuses on engaging, growing, and retaining our customers throughout their Mailchimp journey. 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 strengthen our working relationship, understand challenges and pain points, gather and document product feedback, act as advocates, and relay important communications directly to our customers. We collaborate internally with Customer Care, Product, Marketing, Sales, Rev Ops, Analytics, and more to provide a connected experience for our customers. We’re looking for a strategic, execution-driven Customer Success Programs Leader to scale and optimize programs that drive demand, customer engagement, and impact across our Customer Success organization.

This role will be pivotal in building the infrastructure, methodologies, and experiences that proactively connect customers with the right success motions, at the right time, through scalable programs and cross-functional collaboration.

• Program Leadership: 7+ years of experience in Customer Success, Program Management, or Customer Marketing, with a proven track record of designing and executing programs that drive customer engagement and business outcomes.
• Strategic Thinking:
  Ability to translate complex business goals into high-impact customer success programs, campaigns, and playbooks that scale across segments and regions.
• Strong Execution
  
  Skills:
  
  Experience managing initiatives with multiple stakeholders and cross-functional partners; proven ability to deliver results on time and at scale.
• Cross-Functional Influence:
  Excellent collaboration skills to partner with Success, Marketing, Product, and Ops teams.
• Customer-Centric Mindset:
  Passion for customer experience and outcomes, with a strong understanding of success motions like in-app engagement, lifecycle outreach, office hours, and success-led adoption programs.
• Operational Rigor:
  Comfortable developing and maintaining processes, templates, playbooks, and centralized resources to support consistency and scalability across the CS org.
• Data-Driven Decision Making:
  Analytical mindset with the ability to design, monitor, and optimize programs using key performance indicators (KPIs) and customer insights.
• Growth Orientation:
  Thrives in dynamic environments with a bias for action, learning, and continuous improvement.

• Experience with tools like Gainsight, Salesforce, or other CRM and Customer Success platforms.
• Familiarity with Product-Led Growth (PLG), MM customer engagement, or high-volume scaled success models.
• Experience partnering with CS and Marketing teams to execute joint programs (e.g., office hours, webinars, nurture campaigns).

• Own Program Execution:
  Design and manage end-to-end customer success programs that drive proactive customer engagement, such as in-app messaging, lifecycle campaigns, office hours, and customer education initiatives.
• Create and Scale Methodology:
  Build and maintain a library of success playbooks, workflows, and best practices to standardize the customer journey and empower Success Managers across segments.
• Drive Demand to Success Channels:
  Increase awareness and adoption of Customer Success resources by running targeted outreach, content campaigns, and scaled engagement strategies.
• Leverage Data to Optimize Impact:
  Track and analyze program performance; use insights to iterate, improve, and deliver measurable value to customers and the business.
• Collaborate Cross-Functionally:
  Work with CS, Marketing, Product, Enablement, and Ops to ensure program alignment, unified messaging, and a seamless customer experience.
• Be a Voice for the Customer:
  Elevate customer feedback and trends to…