Customer Success Manager

Survey Monkey is the world’s most popular platform for surveys and forms, built for business—loved 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, it’s like having a team of expert researchers at your fingertips. Trusted by millions—from startups to Fortune 500 companies—Survey Monkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth.

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We are seeking a dynamic and commercially minded Customer Success Manager to join our team and play a critical role in ensuring our Survey Monkey Enterprise customers maximize the value they gain from our platform. As a key member of our Customer Success team, you will manage a high-volume, pooled portfolio, driving product adoption, increasing customer satisfaction, and directly influencing customer retention and growth.

You will balance strategic guidance with reactive issue resolution, serving as the voice of the customer and a trusted advisor throughout the customer lifecycle.

• Manage a Pooled Portfolio:
  Oversee a portfolio of Survey Monkey Enterprise customers in the Americas with a pooled CSM team approach, focusing on lower spend Enterprise accounts.
• Engage with Customers:
  Regularly engage with customers through various channels in a combination of digital and 1:1 touch points, to understand their needs, provide guidance, and ensure they are leveraging the full potential of the Survey Monkey platform.
• Handle At-Risk Renewals:
  Manage escalated at-risk renewals, working cross-functionally to mitigate churn risks and meet the financial expectations of the business.
• Own Inbound Resolution & Escalations:
  Efficiently review and resolve customer inquiries and escalations by actively managing the Salesforce Case Queue. Serve as the primary point of contact for complex, non-technical issues, coordinating with internal stakeholders as required.
• Drive Product Adoption:
  Execute scaled strategies to ensure customers achieve measurable business outcomes by leveraging the full feature set of the Survey Monkey platform.
• 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 in partnership with the Sales Team.
• Contribute to Culture:
  Actively participate in expanding the culture of Customer Success across the company, contributing to global initiatives and developing best practices for pooled portfolio management.

• SaaS
  
  Experience:
  
  2+ years of experience in a Customer Success, Account Management, or similar customer-facing role (preferably within the B2B SaaS industry).
• Customer Obsession: A strong, demonstrable focus on understanding customer needs, fostering a "Trusted Advisor" relationship, and delivering measurable value to help customers achieve their goals.
• Operational Excellence:
  Exceptional organizational skills with a demonstrated ability to manage a large, high-volume portfolio efficiently.
• Technical Acumen:
  Strong familiarity and hands‑on experience with CRM and Customer Success platforms is highly desirable. Experience with Salesforce and Gainsight is a significant asset. Familiarity with Gong or other conversational intelligence tools is a plus.
• Business Savvy:
  Solid understanding of business processes, account retention strategies, and contract negotiation fundamentals, especially in an enterprise customer context.
• Data-Driven Approach: A commitment to leveraging data (usage metrics, health scores, financial data) to prioritize work, forecast risk, and drive successful customer outcomes.
• Collaborative Spirit:
  Demonstrated ability to work effectively with cross‑functional partners (Sales, Renewals, Product, Support) to achieve shared customer and business goals.

Survey Monkey believes in-person collaboration is valuable for building…