Vice President, Customer Success And Professional Services

SurveyMonkey 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 looking for a results-oriented and customer-focused leader who will own the strategy and delivery of global customer success and professional services. You will define how customers achieve success including usage, onboarding, adoption and renewal. Reporting to the Chief Customer Officer, you will own and guide world-class customer advocacy and account growth.

What You'll Be Working On

• Monitor and analyze customer usage patterns and feedback to identify opportunities for growth and improvement
• Partner with other teams within the company to ensure that the customer experience is seamless and consistent across all touchpoints
• Lead the professional services team to ensure that they are delivering high-quality, timely, and effective services to our customers
• Build and manage a high-performing teams that deliver exceptional results
• Develop and execute a customer success strategy that aligns with the company's goals and objectives
• Develop and implement processes and procedures to ensure that customer needs are met and exceeded
• Work closely with the sales team to ensure that new customers are onboarded effectively and efficiently
• Develop and manage the customer success budget to ensure that resources are being utilized effectively
• Establish and maintain relationships with key stakeholders across the customer's organization, including C-level executives

We'd love to hear from people with

• Experience working in a SaaS environment is highly desirable
• Strong communication and interpersonal skills, with the ability to build relationships with stakeholders at all levels of an organization
• 10+ years of experience in customer success or professional services, with a proven track record of success
• Bachelor's degree in a relevant field is required, and a Master's degree is preferred
• Strong analytical and problem-solving skills, with the ability to use data to drive decision-making
• Excellent leadership skills with experience managing high-performing teams
• Deep passion for people and a desire to work in a vibrant culture

The base pay provided for this position ranges from $257,125 / year - $347,875 / year depending on the geographic market and assuming a full-time schedule. Actual base pay is based on a number of factors including market location, job-related knowledge, education or training, skills, and experience.

Bonuses and commissions may also be offered as part of the total compensation package, in addition to a competitive benefits package including medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; paid holidays; paid time off; employee assistance program; and other company benefits.

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 into everything we do to create forward-looking benefits policies, employee programs, and an award-winning culture, including best workplace for parents, our annual holiday refresh, our annual week of service, and our C.H.O.I.C.E Fund. In addition, we’ve reimagined the way we work to allow employees to choose what works best for them -- working in-person, fully remote, or a hybrid model that combines the two through our Choice Model.

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.