Costa Rica Job Openings
SurveyMonkey
Customer Success Manager II
Heredia
September 16, 2024
Survey Monkey is a global leader in online surveys and forms that empowers people with the insights they need to make decisions with speed and confidence. Our fast, intuitive feedback management platform connects millions of users worldwide with real-time AI-powered insights that drive meaningful decisions. We provide answers to more than 20 million questions every day so that people and organizations can attract new audiences, delight customers, create advocates, and extend their competitive advantage in the marketplace. Our vision is to raise the bar for human experiences by amplifying individual voices. Learn more at surveymonkey.com.
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 Survey Monkey 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 Survey Monkey.
What you'll be working on
- Manage a Portfolio of Customers: Oversee a portfolio of Survey Monkey 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 Survey Monkey 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.
- 2+ Years of Experience: Proven experience in a Customer Success, Account Management, or similar customer-facing role, preferably within the Saa S 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
Please apply using an English version of your resume/CV.
#LI-Hybrid
Why Survey Monkey? We're glad you asked
Survey Monkey 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 Survey Monkey, 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
Survey Monkey 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.
Survey Monkey 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 Survey Monkey, 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
Survey Monkey 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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