Senior Customer Success Manager I

SurveyMonkey; Ottawa; Hybrid; CAD 80,000 - 120,000; Full time

Job summary

SurveyMonkey is seeking a Senior Customer Success Manager to maximize the value for top Enterprise customers of their platform. This role involves managing strong relationships, implementing strategies for customer growth, and advocating for customer needs within the organization, all while reporting to the Senior Manager of Customer Success.

Benefits

Learning and development opportunities

Inclusive workplace initiatives

Annual holiday refresh

Flexible office environment

Qualifications

• 3+ years of experience as a Customer Success Manager in a SaaS company managing key accounts.
• Excellent critical thinking skills to solve complex problems.
• Ability to achieve both project and team goals.

Responsibilities

• Manage top-tier customer relationships and ensure satisfaction.
• Drive product adoption and identify growth opportunities.
• Act as the voice of the customer internally.

Skills

Critical Thinking

Team Player

Results-Oriented

Adaptability

Job description

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’re looking for a Senior Customer Success Manager to help our top SurveyMonkey Enterprise customers maximize the value they get from our platform. In this role, you'll work closely with our Tier 1 and 2 customer base to drive product adoption, enhance customer satisfaction, and identify growth opportunities. You’ll build strong relationships, understand customer needs, provide strategic guidance, and ensure they achieve their desired outcomes using SurveyMonkey.This role will report to our Senior Manager of Customer Success, who leads our North America Strategic Customer Success team. You will be working alongside some of our top Senior Customer Success Managers.

What you’ll be working on

• Manage Top-Tier Customer Relationships: Deliver exceptional experiences to our most valuable customers, guiding them through their entire lifecycle from onboarding to renewal, and ensuring their continued success and satisfaction.
• Drive Adoption and Value: Develop and implement strategies to ensure customers are fully utilizing our product and realizing its benefits, while also identifying opportunities for their growth.
• Be a Trusted Advisor: Work with both executives, IT professionals and end users, offering expert recommendations and balancing account management with business acumen.
• Advocate for Customer Needs: Act as the voice of the customer internally, collaborating with product, support, engineering, and sales teams to champion their needs and ensure a customer-centric approach.
• Monitor Health & Identify Growth: Proactively track customer health, conduct business reviews, manage renewals, and identify opportunities for account expansion.

We’d love to hear from people with

• 3+ years of experience as a Customer Success Manager or equivalent in a SaaS company, managing key accounts.
• Excellent critical thinking skills; able to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• A high degree of curiosity and a willingness to stretch, learn, develop, and (at times) be uncomfortable.
• Results-oriented; able to accomplish both project and team goals
• A team player capable of high performance and flexibility in a fast-paced environment

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.

#LI - Hybrid

SurveyMonkey is a place where the curious come to grow. We’re building an inclusive workplace where people of every background can excel no matter their time zone. At SurveyMonkey, we weave employee feedback and our core values into everything we do to create forward-looking benefits policies, employee programs, and an award-winning culture, including our annual holiday refresh, our annual week of service , learning and development opportunities like Curiosity Week , and our C.H.O.I.C.E Fund .

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.

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