Customer Success Manager II

What we’re looking for

We are seeking a dynamic Customer Success Manager to join our team and play a critical role in helping our SurveyMonkey customers maximize the value they gain from our platform. As a key member of our Customer Success team, you will work directly with a diverse customer base, driving product adoption, increasing customer satisfaction, and identifying opportunities for growth. Your role will involve working closely with customers to understand their needs and challenges, providing strategic guidance, and ensuring 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 on strategies to drive product adoption and satisfaction within your customer segment. 
• Engage with Customers: Regularly engage with customers through various channels to understand their needs, provide guidance, and ensure they are leveraging the full potential 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. 
• Monitor Customer Health: Use available tools and datasets to monitor customer health, identify patterns, and recommend strategies to improve customer retention and growth (GRR and NRR). 
• Collaborate with Sales: Work closely with the Sales team to ensure seamless communication and collaboration on 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: Proven experience in a Customer Success, Account Management, or similar customer-facing role, 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 both quality and quantity of engagement are maintained. Ideally, also having experience with Salesforce (NXT), Gainsight, and/or Gong. Ideally with gainsight. 
• Curiosity and Learning: A high degree of curiosity and a willingness to continuously learn and grow in your role. 
• Digital Engagement Experience: Experience in driving digital engagement campaigns is a plus. 
• Business Acumen: 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 

This opportunity is hybrid and requires you to work from the SurveyMonkey office in Heredia 3 days per week.

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

#LI-Hybrid