Customer Success Manager

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’re looking for a dynamic Customer Success Manager to help SurveyMonkey customers maximize the value they get from our platform. In this role, you'll work closely with a diverse customer base to drive product adoption, enhance customer satisfaction, and identify growth opportunities. You’ll build strong relationships, understand customer needs, provide strategic guidance, and ensure they achieve their desired outcomes using SurveyMonkey.

What you’ll be working on

• Manage a Portfolio of Customers: Oversee a portfolio of SurveyMonkey Enterprise customers with a pooled CSM team in the Americas, focusing on accounts under $10k ARR (~3.2k accounts, $20M 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.
• Contribute to a Customer-Centric Culture: Actively participate in expanding the culture of Customer Success across the company, contributing to global initiatives and best practices. 

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 quality and quantity of engagement are maintained. Ideally, also have experience with Gainsight (ideal), Salesforce (NXT), and/or Gong.
• Ability to communicate written and orally in English at the B2+ level

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, this opportunity is hybrid and requires you to work from the SurveyMonkey office in Heredia 1 day per week.

Please apply using an English version of your resume/CV.

#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.