Customer Success Manager I

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

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.

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.

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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