Customer Success Manager I

SurveyMonkey is the worlds most popular platform for surveys and forms built for businessloved by users. We combine powerful capabilities with intuitive design effectively serving every use case from customer experience to employee engagement market research to payment and registration forms. With builtin research expertise and AIpowered technology its like having a team of expert researchers at your fingertips.

Trusted by millionsfrom startups to Fortune 500 companiesSurveyMonkey helps teams gather insights and information that inspire better decisions create experiences people love and drive business growth. Discover how at .

What were looking for

Were looking for a dynamic Customer Success Manager to help SurveyMonkey customers maximize the value they get from our platform. In this role youll work closely with a diverse customer base to drive product adoption enhance customer satisfaction and identify growth opportunities. Youll build strong relationships understand customer needs provide strategic guidance and ensure they achieve their desired outcomes using SurveyMonkey.

What youll be working on

• Manage a Portfolio of Customers: Oversee a portfolio of SurveyMonkey Enterprise customers managed by the CSM team in the Americas focusing on accounts above $10k ARR.
• Drive Product Adoption: Execute strategies to drive product adoption and satisfaction within your customer segment.
• Engage and Monitor Customer Health: Regularly interact with customers to understand their needs ensure product adoption and use tools to track customer health identifying opportunities to improve retention and growth (GRR and NRR).
• Identify Growth Opportunities: Leverage customer interactions to identify and nurture potential opportunities for account expansion contributing to a robust Customer Success Qualified Lead (CSQL) pipeline.
• Collaborate with Sales: Work closely with the sales team to ensure seamless communication and collaboration in customer relationship management.
• Handle Escalations: Manage escalated atrisk renewals and upsells working to meet the financial expectations of the business.
• Contribute to a CustomerCentric Culture: Actively participate in expanding the culture of Customer Success across the company contributing to global initiatives and best practices.

Wed love to hear from people with

• 2 years of experience in Customer Success Account Management or similar customerfacing roles (preferably within the SaaS industry).
• CustomerCentric Mindset: A strong focus on understanding customer needs and delivering value to help them achieve their goals.
• Discipline and Organization: Exceptional organizational skills with the ability to manage large volumes of activities efficiently ensuring that quality and quantity of engagement are maintained. Ideally also have experience with Gainsight (ideal) Salesforce (NXT) and/or Gong.

SurveyMonkey believes inperson collaboration is valuable for building relationships fostering community and enhancing our speed and in problemsolving and decisionmaking. As such you will be required to work from a SurveyMonkey office up to 1 day per week.

#LI Hybrid

Why SurveyMonkey Were glad you asked

SurveyMonkey is a place where the curious come to grow. Were building an inclusive workplace where people of every background can excel no matter their time zone. At SurveyMonkey we weave employee feedback and our core values into everything we do to create forwardlooking benefits policies employee programs and an awardwinning culture including our annual holiday refresh our annual week of service learning and development opportunities like Curiosity Week and our C.H.O.I.C.E Fund.

Our commitment to an inclusive workplace

SurveyMonkey is an equal opportunity employer committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity innovation and the success of our business. We do not discriminate on the basis of race religion color national origin gender sexual orientation gender identity or expression age marital status veteran status disability status pregnancy parental status genetic information political affiliation or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.