Customer Success Program Manager

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.

We’d love to hear from people with

• 4+ years of Program Management or Customer Success experience
• Knowledge of customer lifecycle planning and engagement tactics
• Familiar with Salesforce and exposure to administrative concepts, including custom objects, formulas, and reporting
• Gainsight or equivalent experience preferred (or use of another business automation tool at an administrative level)
• Advanced Excel skills and familiarity with BI technologies (ex: Einstein Analytics, Tableau) is a plus
• Strong design and operational implementation skills - this is a doing role!

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

Why SurveyMonkey? We’re glad you asked 

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.