Customer Success Manager
SurveyMonkey - Portland, OR

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About SurveyMonkey
SurveyMonkey is the world's leading provider of web-based survey solutions, but there's really much more to us than that. We're a smart, passionate group of people who work hard to deliver the best survey experience on the planet, period. We do this because we believe everyone deserves easy access to the insights and information they need to make better, more informed decisions.

We're also proud to admit that despite our incredible growth over the past 10 years, we refuse to grow up. We are still small and nimble; everyone plays an impactful role; and when we say good ideas can come from anyone, we mean it.

SurveyMonkey is trusted by millions of customers, including 100% of the Fortune 100, as well as other businesses, academic institutions and organizations of all shapes and sizes. In any given month, we collect more than 25 million survey responses from people in over 190 countries around the world.

If this sounds like home to you, and you're ready to make your work matter to millions, we'd love to meet you.

About SurveyMonkey Audience
SurveyMonkey Audience is a business that was launched in 2011 to provide an on-demand group of millions of respondents that SurveyMonkey customers can access. In less than 2 years, the SurveyMonkey Audience team has grown to over 30 employees and been an incredibly successful startup within a startup effort. Our customers are the biggest and most recognizable brands, magazines, financial institutions and products in the world. Whether companies need to get opinions from soccer moms, iphone owners, HR professionals, SurveyMonkey has an Audience to help.

Our largest clients on Audience are serviced by our project management team, which is growing rapidly and helping customers make better decisions every day by using SurveyMonkey’s suite of products.

The Role:
SurveyMonkey Audience is seeking a Customer Success Manager to lead the team responsible for fast, reliable, and accurate delivery of SurveyMonkey Audience products and services on behalf of our customers. As the leader of this team, this individual will directly manage and develop a team of Project Managers, ensure we provide great service to our customers, collaborate cross functionally across the Audience team, establish and refine team processes and policies, and define and manage key metrics.

A successful candidate for this role has experience with business-to-business customer engagements, has direct management experience, and thrives in a fast paced, evolving environment.

Responsibilities:
Lead and manage a team of seasoned project managers that are responsible for the delivery of SurveyMonkey Audience products and services

Provide direct coaching and mentorship to guide team member skill building and career development

Develop and maintain a team-oriented culture focused on performance, professionalism and delivery of phenomenal client service

Work with customers to understand project goals and make recommendations to achieve their goals

Proactively ensure that customers are achieving their desired project results

Partner with internal departments such as Sales to provide services required to meet customer expectations and needs

Continuously improve the project management team processes and policies

Help establish ongoing training modules for existing and new project managers

Track team and individual performance and activity metrics

Required qualifications:
5+ years of experience in account management, customer success management, or client services focusing on business-to-business engagements

A minimum of 2-3 years of management experience

Working experience with Salesforce.com and MS Office, or similar CRM and desktop applications

Desire to professionally develop, collaborate, and empower co-workers in a fast-paced but fun and rewarding working environment

Ability to work tactfully through challenging customer issues

Extremely organized and detail-oriented

Superior project management & time management skills

Flexibility to work in a rapidly changing environment

BA/BS required

At SurveyMonkey, we offer competitive salaries, benefits and equity compensation.

SurveyMonkey is an Equal Opportunity Employer.

SurveyMonkey - 18 months ago - save job - copy to clipboard