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Customer Success Management

Get proactive guidance with your marketing to reach your goal

It’s like having your very own Mailchimp insider. With select plans,* you get access to a team of expert Customer Success managers who proactively guide your marketing to help you reach your goals.

A woman in her home office, reaching out to her Mailchimp Customer Success manager via her computer.
A group of people sitting at a desk speaking to their Customer Success manager.

A strategic partner that doesn't leave you guessing

Why wonder if your business uses Mailchimp to its fullest potential? Just ask one of our skilled experts. Our Customer Success managers proactively approach your questions and concerns about our platform to help you meet your marketing ambitions.

Mailchimp offers a direct line to strategic guidance

No one has the time to fall into a rabbit hole of resources or information. Our Customer Success team provides fast access to personalized one-on-one consultations to identify your business needs, establish new goals, and create a personalized success plan.

Here’s what to expect

  • Our Customer Success managers (CSMs) start with a review and assessment of your marketing efforts.

  • CSMs then use milestone meetings to check progress, provide industry updates, and suggest next steps for you.
A Customer Success manager helping another individual with their marketing strategy.

We’ve got a plan to get you to the next level

No healthy business stops striving for success. Our Customer Success team is always thinking about what’s ahead of you, not just what’s directly in front of you. Mailchimp Customer Success managers provide guidance tailored to your long-term goals. We’ll hit the ground running, together.


  • Customer success is all about making sure customers are happy and successful with a product or service, and going the extra mile to help them make the most out of their purchase. A customer success role involves checking in with customers, offering support and advice for achieving their goals, and being there to solve any problems they might have.

  • Customer Success Management (CSM) is a customer-centric approach to managing customer relationships. It focuses on proactively identifying, understanding and meeting customer needs in order to maximize customer satisfaction, loyalty and retention. Customer success management is an integrated process that combines customer service, sales, marketing and support to ensure customers achieve their goals and get the most value out of their products or services. CSM can also involve providing customers with customized solutions, tailored support and ongoing education to ensure they are getting the most out of their purchases.

  • A customer success manager is a professional who works closely with customers of a product or service to ensure their success and customer satisfaction. Most customer success managers also serve as the main point of contact, working to understand the customer's needs and providing guidance and support. Their ultimate goal is to foster a long-term relationship by delivering exceptional experiences and addressing any concerns or issues that may arise.

  • A customer success manager can help your business in a variety of ways. They can help you identify potential pain points and opportunities, develop business strategy to improve use of a tool or product, and provide personalized customer support. They can also help you develop processes and systems to ensure that you are receiving the best possible service and experience. Additionally, they can help gather your customer feedback to ensure that the product always remains useful for long term success.

  • Customer success managers work to onboard new customers, offer product demonstrations, and provide training and resources. They proactively communicate with customers, maintain customer relationships, keep an eye on their accounts to look out for blockers or struggles, and identify solutions that match the customer's goals. Additionally, they act as a liaison between customers and internal teams, addressing customer concerns and advocating for their needs. Overall, their role is to foster satisfaction and build long-term relationships.

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