Customer Success Program Manager

1 Month ago • 4 Years + • Customer Service

Job Summary

Job Description

SurveyMonkey is seeking a Customer Success Program Manager to develop and launch programs that enhance customer retention, expansion, and engagement. This role involves leveraging knowledge of SaaS customer lifecycles, project management, and Customer Success metrics to build strategies and processes that improve team performance. Responsibilities include collaborating with Customer Success leadership and cross-functional teams to define operational strategies, analyze data for insights and recommendations, and manage program documentation. The ideal candidate will have 4+ years of Program Management or Customer Success experience, familiarity with Salesforce and business automation tools, and strong design and operational implementation skills.
Must have:
  • 4+ years of Program Management or Customer Success experience
  • Knowledge of customer lifecycle planning and engagement tactics
  • Familiarity with Salesforce
  • Strong design and operational implementation skills
Good to have:
  • Exposure to Salesforce administrative concepts
  • Gainsight or equivalent experience
  • Advanced Excel skills
  • Familiarity with BI technologies
Perks:
  • Learning and development opportunities
  • Annual holiday refresh
  • Annual week of service
  • C.H.O.I.C.E Fund

Job Details

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

The Customer Success Program Manager will use their knowledge of SaaS customer lifecycles, project management, essential Customer Success (CS) metrics, and business systems to build strategies and supporting programs that drive performance against team and company goals. Areas of responsibility will be to collaborate with our Customer Success stakeholders and cross-functional partners to design strategic programs, processes, and documentation that leverage our technology stack and enable CS teams to achieve business goals. 

What you’ll be working on

  • Use knowledge of Customer Success to develop and launch programs that improve customer retention & expansion rates, promote engagement, make renewals easy, and bring new ideas and use cases to the table
  • Understand how CSMs work and their needs to launch programs that are easy to adopt and worthwhile to use
  • Partner with Customer Success leadership and cross-functional teams to define operational strategy, build action plans, and implement scalable programs
  • Analyze data and leverage insights to diagnose and scope problems, implement recommendations, and track success.
  • Collaborate closely with the Customer Success leadership team to align on business goals, prioritize strategic initiatives, and drive cross-functional execution.
  • In partnership with our Business Systems team, leverage our suite of tools for the Customer Success team, including email program automation, business rules configuration, reports, and dashboards
  • Create and maintain program documentation, project plans, change management history, and Highspot resources.

We’d love to hear from people with

  • 4+ years of Program Management or Customer Success experience
  • Knowledge of customer lifecycle planning and engagement tactics
  • Familiar with Salesforce and exposure to administrative concepts, including custom objects, formulas, and reporting
  • Gainsight or equivalent experience preferred (or use of another business automation tool at an administrative level)
  • Advanced Excel skills and familiarity with BI technologies (ex: Einstein Analytics, Tableau) is a plus
  • Strong design and operational implementation skills - this is a doing role!

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 

SurveyMonkey 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 SurveyMonkey, 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

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.

Similar Jobs

quience - Head of Planning & Inventory

quience

London, England, United Kingdom (On-Site)
3 Weeks ago
Nice - Senior Client Services Project Manager

Nice

Atlanta, Georgia, United States (Hybrid)
1 Month ago
Capgemini - Principal Software Engineer

Capgemini

Coimbatore, Tamil Nadu, India (On-Site)
3 Months ago
Playtika - Data Infrastructure Director

Playtika

Israel (On-Site)
9 Months ago
Tesla - Automotive Mechatronics/Mechanic

Tesla

Bavaria, Germany (On-Site)
6 Months ago
Nine - Customer Service Representative

Nine

McMahons Point, New South Wales, Australia (On-Site)
3 Weeks ago
HCL Tech - Technical Support Specialist

HCL Tech

Illinois, United States (On-Site)
1 Month ago
Ion - Technical Support Analyst, Jersey City - 9781

Ion

Jersey City, New Jersey, United States (On-Site)
10 Months ago
storytq - Customer Success Manager

storytq

Amsterdam, North Holland, Netherlands (Hybrid)
2 Months ago
Suki - Senior Manager of Technical Field Support

Suki

Redwood City, California, United States (Remote)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

appier - Software Engineer, Backend Development (Graduate)

appier

Taipei City, Taiwan (On-Site)
6 Months ago
Toast - Territory Account Executive

Toast

Kansas City, Missouri, United States (On-Site)
1 Month ago
Electronic Arts - EA Sports Planning Analyst

Electronic Arts

Sydney, New South Wales, Australia (Hybrid)
1 Month ago
PwC - Associate - D&A - GDC

PwC

Kolkata, West Bengal, India (On-Site)
10 Months ago
Freed - Tech Lead Manager

Freed

San Francisco, California, United States (Hybrid)
10 Months ago
Pushka Studios - 3D Artist

Pushka Studios

Dnipro, Dnipropetrovsk Oblast, Ukraine (On-Site)
3 Months ago
Britive - Engineering Manager

Britive

Bengaluru, Karnataka, India (Remote)
3 Months ago
Capgemini - SDWAN

Capgemini

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Adyen - Account Manager

Adyen

Sydney, New South Wales, Australia (Hybrid)
1 Month ago
Canva - Senior Frontend Engineer - Canva Docs

Canva

Melbourne, Victoria, Australia (Remote)
4 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Dublin, County Dublin, Ireland

Cadence - Principal Application Engineer

Cadence

Cork, County Cork, Ireland (On-Site)
2 Months ago
PayPal - Data Scientist

PayPal

Dublin, County Dublin, Ireland (Hybrid)
2 Months ago
DataVisor - Software Engineer Internship

DataVisor

Dublin, County Dublin, Ireland (Remote)
3 Months ago
playrix  - Senior QA Engineer (Core Team)

playrix

Ireland (Remote)
3 Months ago
Toast - Staff Fullstack Software Engineer, Tech Lead

Toast

Dublin, County Dublin, Ireland (Hybrid)
1 Month ago
playrix  - Level Designer Trainee

playrix

Ireland (Remote)
4 Months ago
PwC - Tax (Financial Services) - Banking & Fintech - Manager

PwC

Dublin, County Dublin, Ireland (On-Site)
10 Months ago
Tesla - Sales Advisor

Tesla

Swords, County Dublin, Ireland (On-Site)
6 Months ago
playrix  - Senior Node.js Developer (Server)

playrix

Ireland (Remote)
6 Months ago
brown bag films - Animate your future at Brown Bag Films Dublin

brown bag films

Dublin, County Dublin, Ireland (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Customer Service Jobs

Evolution  - Service Support Specialist in Medellín, Colombia (On-site)

Evolution

Medellín, Antioquia, Colombia (On-Site)
8 Months ago
Notion - Enterprise Customer Success Manager

Notion

San Francisco, California, United States (On-Site)
2 Months ago
Monzo - Customer Support Representative

Monzo

United States (Remote)
2 Months ago
Matic Robots - Customer Success Specialist

Matic Robots

Mountain View, California, United States (On-Site)
1 Month ago
Rippling - Senior Support Specialist (German & English Support)

Rippling

Dublin, County Dublin, Ireland (Hybrid)
2 Months ago
Tesla - Customer Support Advisor German, Ukrainian Speaker

Tesla

Berlin, Berlin, Germany (On-Site)
6 Months ago
playrix  - Customer Support Representative (German and Russian)

playrix

Almaty, Almaty Region, Kazakhstan (Remote)
9 Months ago
Wrike - Customer Success Manager (German)

Wrike

Prague, Prague, Czechia (Hybrid)
2 Months ago
Illumina - Customer Care Specialist

Illumina

State Of São Paulo, Brazil (On-Site)
1 Month ago
Enphase Energy - Customer Technical Support, Solar/PV - Germany

Enphase Energy

Frankfurt Am Main, Hessen, Germany (Hybrid)
7 Months ago

Get notifed when new similar jobs are uploaded

About The Company

At SurveyMonkey, we believe that every voice matters, and we’re on a mission to empower individuals and organizations to share their ideas, feedback, and insights. Our tools help millions worldwide make smarter decisions and create meaningful change. Join our innovative and diverse team, where creativity meets purpose, and every day offers a new opportunity to make an impact.

Ottawa, Ontario, Canada (Remote)

Ottawa, Ontario, Canada (Hybrid)

United States (Remote)

Ottawa, Ontario, Canada (Hybrid)

Ottawa, Ontario, Canada (Hybrid)

Padua, Veneto, Italy (Remote)

Bengaluru, Karnataka, India (Hybrid)

Ottawa, Ontario, Canada (Hybrid)

Ottawa, Ontario, Canada (Hybrid)

Portland, Oregon, United States (Remote)

View All Jobs

Get notified when new jobs are added by Survay Monkey

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug