Customer Success Manager I

SurveyMonkey is seeking a dynamic and commercially minded Customer Success Manager I to join their team. This role involves managing a high-volume, pooled portfolio of SurveyMonkey Enterprise customers in the Americas, focusing on product adoption, customer satisfaction, retention, and growth. The manager will engage with customers, handle at-risk renewals, resolve inquiries, drive product adoption, identify growth opportunities, and contribute to the Customer Success culture.

Must Have

• Manage a pooled portfolio of SurveyMonkey Enterprise customers in the Americas.
• Engage with customers through digital and 1:1 touch points.
• Handle escalated at-risk renewals and mitigate churn risks.
• Review and resolve customer inquiries and escalations via Salesforce Case Queue.
• Drive product adoption by ensuring customers leverage the full platform features.
• Identify and nurture potential opportunities for account expansion.
• Actively participate in expanding the culture of Customer Success.
• 2+ years of experience in Customer Success, Account Management, or similar B2B SaaS role.
• Strong focus on understanding customer needs and fostering a "Trusted Advisor" relationship.
• Exceptional organizational skills for managing a large, high-volume portfolio.
• Familiarity and hands-on experience with CRM and Customer Success platforms (Salesforce, Gainsight).
• Solid understanding of business processes, account retention strategies, and contract negotiation.
• Commitment to leveraging data (usage metrics, health scores, financial data).
• Demonstrated ability to work effectively with cross-functional partners.

Good to Have

• Familiarity with Gong or other conversational intelligence tools.

Perks & Benefits

• Flexible, hybrid work environment
• Thoughtfully designed offices
• CHOICE Fund to help employees thrive
• Inclusive workplace
• Opportunities for career growth

SurveyMonkey 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—SurveyMonkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth. Discover how at surveymonkey.com.

What we’re looking for

We are seeking a dynamic and commercially minded Customer Success Manager I to join our team and play a critical role in ensuring our SurveyMonkey 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.

What you’ll be working on

• Manage a Pooled Portfolio: Oversee a portfolio of SurveyMonkey 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 SurveyMonkey 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 SurveyMonkey 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.

We’d love to hear from people with

• 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.

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? We’re glad you asked

At SurveyMonkey, curiosity powers everything we do. We’re 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 the CHOICE Fund to help employees thrive in work and life.

We’ve been trusted by organizations for over 25 years, and we’re 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 values—like championing inclusion and making it happen—by 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.

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