What we’re looking for

We are looking for a dynamic Customer Success Manager who is passionate about working with customers at scale and ensuring their success. As a Customer Success Manager, you will be pivotal in providing exceptional customer experiences, facilitating meaningful interactions, and ensuring they get maximum value from our products through scaled and digital programs throughout their customer journey. 

What you’ll be working on

• Oversee a portfolio of GetFeedback customers with a pooled CSM team in the Americas, focusing on accounts under $30k ARR.
• Lead subscription renewal negotiations, ensuring customer retention targets are met and escalations are resolved. 
• Manage customer conversations relating to our GetFeedback product sunset transition, ensuring customers are well informed as to their option to transition to SurveyMonkey Enterprise, our flagship CX/Survey solution. 
• Handle inbound customer queries through our Salesforce case queue. 
• Advocate for our customers internally, championing their needs and priorities to relevant stakeholders across departments such as product, support, engineering, legal, finance, and sales. 
• Leverage customer interactions to identify and nurture potential opportunities for account expansion, contributing to a robust Customer Success Qualified Lead (CSQL) pipeline. 
• Work closely with the sales team to ensure seamless communication and collaboration in customer relationship management. 
• Actively participate in expanding the Customer-Centric 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 and B2B market). 
• Customer-centric mindset, with a strong focus on understanding customer needs and delivering value to help them achieve their goals. 
• Exceptional organizational skills with the ability to manage large volumes of activities efficiently, ensuring that quality and quantity of engagement are maintained.
• High degree of curiosity and a willingness to stretch, learn, and develop (i.e., growth mindset).
• Demonstrated ability to work effectively with cross-functional partners (sales, product, technical solutions, and support).
• Solid understanding of business processes and negotiation, particularly in an enterprise customer context, as well as having a data-driven mindset.
• Ability to communicate written and orally in English at the B2+ level. 
• Experience with Gainsight, Salesforce (NXT), and/or Gong would be ideal. 

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 2 days per week.

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

#LI - Hybrid