What are the responsibilities and job description for the Senior Customer Success Manager position at SurveyMonkey?
What we’re looking for
The Senior Customer Success Manager is responsible for delivering world class customer experiences to our key account base. Seamlessly moving the customer through their lifecycle, you’ll work closely with the sales and CSM team to ensure that we deliver value and drive adoption 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
- Grow and retain our strategic customers
- Manage a stable of clients and help them achieve value on their investment.
- Lobby internal stakeholders to be a champion for your customers. Act as a customer advocate internally while effectively collaborating with internal teams including Product, support, engineering, and sales
- Carry out successful landmarks through the lifecycle, from onboarding, to EBRs, to renewal.
- Be a trusted advisor to key stakeholders.
We’d love to hear from people with
- 3 years experience as a Customer Success Manager or equivalent in a SaaS company, managing a high volume of accounts
- Excellent critical thinking skills; able to breakdown 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
#LI-remote
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