Customer Success Manager II

SurveyMonkey; Ottawa; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading survey platform in Ottawa is seeking a Customer Success Manager II to deliver exceptional customer experiences to key accounts. The role involves managing a portfolio of over 100 customers, guiding them through their lifecycle while advocating internally. Candidates should have a proven track record in Customer Success and be adept in analytical thinking. This position requires in-office work up to one day per week.

Qualifications

• 3+ years of experience in Customer Success or Account Management within a SaaS organization.
• Proven success managing ARR and a large portfolio of key accounts.
• Strong analytical and critical thinking skills.

Responsibilities

• Drive growth and retention across strategic customer base.
• Independently manage and track a portfolio of 100+ customers.
• Champion the customer voice internally.

Skills

Customer Success management

Account Management

Analytical skills

Negotiation skills

Fluency in French

Job description

Overview

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

The Customer Success Manager II is responsible for delivering world class customer experiences to our key account base, owning a book of business of SurveyMonkey Apply customers. Seamlessly moving the customer through their lifecycle, you’ll work closely with the sales team to ensure that we deliver value, drive adoption, and expand opportunities with our biggest deployments. Working with both executive sponsors and IT professionals you’ll need to be able to balance account management with business expertise to lead with strong recommendations for our critical stakeholders.

What you’ll be working on

• Drive growth and retention across our strategic customer base in SurveyMonkey Apply.
• Independently managing and tracking a portfolio of 100+ customers, ensuring they realize maximum value from their investment.
• Champion the customer voice internally by influencing and collaborating with cross-functional teams including Product, Support, Engineering, and Sales.
• Guide customers through the full lifecycle, from onboarding and adoption to executive business reviews (EBRs) and renewals.
• Serve as a trusted advisor to key stakeholders, building strong relationships that drive long-term partnership and success.
• 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).
• Handle Escalations: Manage escalated at-risk renewals and upsells, working to meet the financial expectations of the business.
• Understand the customer’s more strategic business goals, challenges, and KPIs. Regularly tracking and reporting on these KPIs to both the customer and internal stakeholders. Build these into business reviews and ad hoc meetings.

We’d love to hear from people with

• 3+ years of experience in Customer Success, Account Management, or a related role within a SaaS organization, with proven success managing ARR and a large portfolio of key accounts.
• Strong analytical and critical thinking skills; adept at breaking down complex, ambiguous challenges into actionable solutions.
• Curious and growth-oriented, eager to learn, adapt, and embrace challenges in dynamic environments.
• Results-driven, with a consistent track record of achieving both individual and team objectives.
• Collaborative team player who thrives in fast-paced, evolving environments while demonstrating flexibility and resilience.
• Skilled in negotiations, objection handling, and driving ARR growth.
• French speaking is an asset.

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.

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.

Additional information

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.