Mailchimp Customer Success (CS) Data Science & Analytics team is seeking an exceptional Manager to lead analytics and data science efforts that empower our Customer Success organization to deliver meaningful outcomes for Mailchimp customers. In this pivotal role, you will drive experimentation, innovation, and data-driven decision-making to improve customer engagement, retention, and success across the Mailchimp ecosystem.
Requirements
- 7+ years of experience in analytics and data science, with a strong background in customer success, marketing, or product analytics.
- Proven success in leading high-performing analytics or data science teams.
- Expertise in statistical analysis, experimentation (A/B, multivariate, and hierarchical models), and causal inference methods (e.g., Propensity Score Matching, DiD, Synthetic Control).
- Proficiency in SQL and Python; familiarity with BI tools (e.g., Tableau, Power BI, Looker) is a plus.
- Experience applying AI/ML and LLM technologies in analytics or customer-facing use cases.
Responsibilities
- Develop and drive the data and analytics strategy for Mailchimp’s Customer Success organization, ensuring alignment with Intuit’s customer success vision and priorities.
- Lead and mentor a world-class team of data scientists and analysts, fostering technical and strategic excellence across experimentation, causal inference, and advanced modeling.
- Design and implement frameworks that measure and optimize the impact of Mailchimp’s Customer Success programs—covering engagement, retention, and support effectiveness.
- Build scalable measurement systems and data products that provide actionable insights into customer behavior and health.
- Activate insights to inform strategic decisions, improve processes, and drive better customer experiences through Mailchimp’s human and digital success channels.
- Partner with Product and AI teams to evaluate and integrate AI/ML and LLM-driven experiences into the customer journey, including measuring their impact on satisfaction and success outcomes.
- Champion experimentation rigor and data excellence, advancing methodologies in A/B testing, causal inference, and predictive modeling.
Other
- Role-model Intuit’s “Win Together” value—building collaboration across Mailchimp, Intuit’s Customer Success, and cross-functional teams.
- Strong ability to connect data insights with business strategy and influence executive decision-making.
- Excellent communication skills—able to translate complex analytics into clear business narratives.
- Bachelor’s degree required; advanced degree in a quantitative field (Statistics, Economics, Computer Science, Data Science, or related) preferred.
