About the role
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 Program Manager will use their knowledge of SaaS customer lifecycles, project management, essential Customer Success (CS) metrics, and business systems to build strategies and supporting programs that drive performance against team and company goals. Areas of responsibility will be to collaborate with our Customer Success stakeholders and cross-functional partners to design strategic programs, processes, and documentation that leverage our technology stack and enable CS teams to achieve business goals.
What you'll be working on
Use knowledge of Customer Success to develop and launch programs that improve customer retention & expansion rates, promote engagement, make renewals easy, and bring new ideas and use cases to the table
Understand how CSMs work and their needs to launch programs that are easy to adopt and worthwhile to use
Partner with Customer Success leadership and cross-functional teams to define operational strategy, build action plans, and implement scalable programs
Analyze data and leverage insights to diagnose and scope problems, implement recommendations, and track success.
Collaborate closely with the Customer Success leadership team to align on business goals, prioritize strategic initiatives, and drive cross-functional execution.
In partnership with our Business Systems team, leverage our suite of tools for the Customer Success team, including email program automation, business rules configuration, reports, and dashboards
Create and maintain program documentation, project plans, change management history, and Highspot resources.
About the company
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.
