Customer Success Manager at SurveyMonkey

SurveyMonkey is seeking a Customer Success Manager to help customers maximize the value they get from the platform. The Customer Success Manager will work closely with a diverse customer base to drive product adoption, enhance customer satisfaction, and identify growth opportunities. He/She will build strong relationships, understand customer needs, provide strategic guidance, and ensure customers achieve their desired outcomes using SurveyMonkey.

This role involves:

• Managing a portfolio of SurveyMonkey Enterprise customers with a pooled CSM team in the Americas.
• Driving product adoption and satisfaction.
• Engaging and monitoring customer health.
• Identifying and nurturing potential opportunities for account expansion.
• Collaborating with Sales team.
• Handling escalated at-risk renewals and upsells.
• Contributing to a Customer-Centric Culture.

The ideal candidate should have:

• 2+ years of experience in Customer Success, Account Management, or similar customer-facing roles (preferably within the SaaS industry).
• Customer-Centric Mindset.
• Discipline and Organization skills.
• Ability to communicate written and orally in English at the B2+ level.
• Experience with Gainsight (ideal), Salesforce (NXT), and/or Gong.

SurveyMonkey offers:

• An inclusive workplace where the curious come to grow.
• Forward-looking benefits policies and employee programs.
• Learning and development opportunities.