Customer Success Team Profile: Mailchimp

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Web: www.mailchimp.com                       Industry: Computer Software                       Location: Atlanta, GA

This month we are featuring the Customer Success team at Mailchimp, an all-in-one Marketing Platform for small businesses. Mailchimp empowers millions of customers around the world to start and grow their businesses with their smart marketing technology, award-winning support, and inspiring content.

Erica Swint–Williams, Senior Manager of Customer Success, leads the Customer Success Team at Mailchimp. Since implementing ChurnZero, Erica’s team is now able to proactively engage with their customers through enhanced Customer Success strategies. Read on to learn more about Mailchimp’s CS team and how they utilize ChurnZero to foster customer engagement.  

Q: How long has your company had a CS function?  How did it begin? 

A: Customer Success originated at Mailchimp in August of 2018.  I was hired to transition the Client Relations Team to the Customer Success Team.

Our primary focus is to serve as trusted advisors by partnering with select customers, using insights, platform knowledge, and best practices to guide each customer to meet their goals. In addition, we work to provide application insight to our internal stakeholders to scale user success and ensure a meaningful and positive customer experience.

Q: How do you encourage customer centricity across your entire organization?

A: The Customer Success Team at Mailchimp inspires customer centricity across our organization through the use of case studies and real-life customer experiences. While we are not quite two years old yet, we have begun building relationships internally that allows us to ensure optimal experience of our platform through our partnership with our Product teams. 

Q: How is your Customer Success team structured? 

A: Currently, our Customer Success team is segmented into tiers. As such we only work with a subset of customers. Our team is made up of a Manager of CS, a Customer Success Account Executive, Customer Success Managers, and Customer Success Associates.  

Q: What moments make you most proud of your team?

A: I am most proud of my team's ability to shift and thrive at the drop of a hat. They adapt well to change and all pitch in to accomplish whatever task that is thrown at them. Their resilience in uncertain times and drive to succeed makes me proud to lead them.  

Q: In what ways has ChurnZero empowered your team to do their job?

A: ChurnZero has been a game changer for my team. We went from being a 100% manual team with no insight into our customers activities to being a proactive team with plays that drive swift CSM actions. ChurnZero has played a major role in our increased customer engagement rates as we have been about to track customer Success Plans and usage to drive better strategies and customer outcomes.  

Would your company like to be profiled in an upcoming Customer Success Team profile? Email Holly Keener at hkeener@churnzero.net for more information.