Customer Success Manager I (Contract)

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 built-in research expertise and AI-powered 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 seeking a Customer Success Manager who is passionate about driving impactful customer this role youll support clients in achieving high-impact objectives through personalized 1:1 interactions and scalable success programs designed to foster growth across target customer segments. Success in this role means being motivated by building meaningful relationships driving customer retention and ensuring the happiness and overall success of SurveyMonkeys valued clients.

What youll be working on

• Represent the Voice of the Customer within SurveyMonkey Apply
• Become a SurveyMonkey Apply customer lifecycle expert understand the cause of the customers issue and guide the customer toward the best solution
• Document findings from customer interactions and communicate them to multiple teams (ie. product engineering legal renewals invoicing etc.) to advocate internally for customer needs
• Manage a Portfolio of Customers: Oversee a portfolio of SurveyMonkey Enterprise customers managed by the CSM team in the Americas focusing on accounts above $8k 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 at-risk renewals and upsells working to meet the financial expectations of the business.

Wed love to hear from people with

• 2 years of experience in Customer Success Account Management or similar customer-facing roles (preferably within the SaaS industry).
• Customer-Centric 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 the quality and quantity of engagement are maintained. Ideally also have experience with Gainsight Salesforce (NXT) and/or Gong.

This is a contract role until January 2027.

SurveyMonkey believes in-person collaboration is valuable for building relationships fostering community and enhancing our speed and execution in problem-solving and decision-making. 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

At SurveyMonkey curiosity powers everything we do. Were a global company where people from all backgrounds can make an impact build meaningful connections and grow their careers. Our teams work in a flexible hybrid environment with thoughtfully designed offices and programs like theCHOICE Fund to help employees thrive in work and life.

Weve been trusted by organizations for over 25 years and were just getting started. Our milestones include celebrating a quarter-century of curiosity with 25 acts of giving opening new hubs in Costa Rica and India crossing the threshold of 100 billion questions answered and earning recognition as one of the Most Inspiring Workplaces across North America and Asia.

We live our company valueslike championing inclusion and making it happenby embedding them into how we hire collaborate and grow. They help shape everything from our culture to our business decisions. Come join us and see where your curiosity can take you.

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.