October 11, 2024

SurveyMonkey

Heredia

Manager II, Customer Success

Survey Monkey is a global leader in online surveys and forms that empowers people with the insights they need to make decisions with speed and confidence. Our fast, intuitive feedback management platform connects millions of users worldwide with real-time AI-powered insights that drive meaningful decisions. We provide answers to more than 20 million questions every day so that people and organizations can attract new audiences, delight customers, create advocates, and extend their competitive advantage in the marketplace. Our vision is to raise the bar for human experiences by amplifying individual voices. Learn more at surveymonkey.com.

What we're looking for
The Manager of Customer Success will take on a leadership role in empowering our customers to fully leverage the value of our platform. As a strategic coach and leader, you will oversee a team of Customer Success Managers, fostering meaningful relationships that drive customer retention, growth, and satisfaction. Your efforts will help guide customers through seamless adoption, proactively minimize churn risk, and identify expansion opportunities. You'll collaborate with top professionals across departments, leading key customer success initiatives to deliver measurable results and maximize the long-term success of our diverse customer base.
What you'll be working on

Build and manage a team of 3 Digital CSMs to oversee Tier 5 digital customers for Survey Monkey Enterprise in the Americas.
Develop strategies to drive product adoption, satisfaction, and scale in partnership with cross-functional teams (Marketing, Ops, Product).
Create and enhance customer assets to support scalable, high-impact interactions in a 1-to-many environment.
Collaborate with CS leadership to ensure global alignment on digital initiatives and manage CSM touchpoints to identify growth opportunities.
Monitor customer data trends to drive improvements in Gross and Net Revenue Retention (GRR & NRR).
Coach the team to deliver exceptional customer experiences and manage escalated renewals and upsells.
Lead efforts to foster team rapport and culture at the new Costa Rica office, while advising on customer relationship management and business growth strategies.

We'd love to hear from people with

4+ years of experience in a Customer Success or Account Management leadership role
Strong problem-solving skills with the ability to break down complex issues into actionable solutions
High degree of curiosity and a growth-oriented mindset
Proven track record (or solid plan) for driving team success and delivering results
Experience with digital engagement campaigns is a plus
Proficient in forecasting, negotiation, and managing business processes for enterprise-level customers

This opportunity is hybrid and requires you to work from the Survey Monkey office in Heredia 3 days per week.
Please apply using an English version of your resume/CV.
#LI-Hybrid

Why Survey Monkey? We're glad you asked
Survey Monkey is a place where the curious come to grow. We're building an inclusive workplace where people of every background can excel no matter their time zone. At Survey Monkey, we weave employee feedback and our core values into everything we do to create forward-looking benefits policies, employee programs, and an award-winning 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
Survey Monkey 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.