SurveyMonkey is hiring a

Customer Success Manager

Ottawa, Canada

SurveyMonkey

Founded in 1999 and based in San Mateo, California, SurveyMonkey is the world’s leading platform for turning people’s voices and opinions into actionable data — People Powered Data. Whether it’s with customers, employees, or a target market, SurveyMonkey helps curious individuals and companies — including 99% of the Fortune 500 — have conversations at scale with the people who matter most. It’s People Powered Data that allows them to understand not only “what” is happening, but “why.” SurveyMonkey’s 700+ employees throughout North America, Europe, and Asia Pacific are dedicated to powering the curious.

 

The Role

 

Our Customer Success team ensures that our customers are achieving their desired outcomes and getting value from the solution. This is done by ensuring a successful onboarding period, guiding and assisting in adoption of the platform, and ultimately guiding customers towards getting the most value from their use of SurveyMonkey. Our Scale Customer Success Managers do this through engagements with customers at key points in the customer journey.

 

Scale CSM’s work with customers either in 1:1 engagements for high impact objectives, or by running 1:many success programs to impact target customer groups. To be successful in this role, the Scale CSM will be is motivated by building relationships, customer retention, ensuring the happiness and overall success of SurveyMonkey clients.

 

Responsibilities:

  • Representing the “Voice of the Customer” within SurveyMonkey
  • Engaging with customers during onboarding and at key points in their customer journey
  • Documenting findings from customer interactions and communicating them to various teams to advocate internally for customer needs
  • Finding opportunities to implement 1 to many programs that can drive customer outcomes and engagement at scale
  • Developing and maintaining deep expertise of the product and best practices to make valuable contributions to customers.
  • Developing and improving scalable processes and efficient tools to achieve meaningful interactions with customers
  • Creating customer assets and tools to maximize impact in a 1 to many environment
  • Tracking and reporting on key metrics for customer happiness, adoption and success.
  • Identifying upsell opportunities
  • Requesting customer testimonials and referrals

 

Required Skills and Experience:

  • 3+ years professional experience in a client-facing role. Direct experience working with Enterprise IT organizations to deploy SAAS products is a significant plus.
  • Self-motivated and a dedicated team player with exciting and innovative ideas
  • Awesome communications skills, both written and verbal
  • Creative problem solving when working on customer issues
  • May be required to occasionally work "flexible hours" to support international customers
  • Bachelor’s degree





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