Customer Success Manager I (Contract)

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Customer Success Manager I (Contract)

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Ottawa, Canada

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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

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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

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

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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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