Customer Success Manager I

What we're looking for

We're seeking a Customer Success Manager who is passionate about driving impactful customer engagements. In this role, you'll 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 SurveyMonkey's valued clients.

What you'll be working on

• Represent the "Voice of the Customer" within SurveyMonkey Apply
• Become a SurveyMonkey Apply customer lifecycle expert, understand the cause of the customer's 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.

We'd 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