Head of Customer Success Programs

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Overview

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, RevOps, 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.

What you'll bring

• 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.

Bonus Points

How you will lead

Intuit provides a competitive compensation package with a strong pay-for-performance rewards approach. The expected base pay range for this position is :

This position will be eligible for a cash bonus, equity rewards, and benefits, in accordance with our plans and programs. Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. For more about our compensation and benefits, visit Intuit : Careers | Benefits . We conduct regular comparisons across categories of ethnicity and gender to promote pay equity.

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