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SurveyMonkey is the parent company of product brands used to measure insights and artificial intelligence-powered data sourced from real questions and answers. The company’s plat
Manager II, Services
Location
California
Posted
16 days ago
Salary
$119K - $140K / year
Seniority
Senior
Job Description
Manager II, Services
SurveyMonkey
• Coach, develop, and manage a team of five Onboarding Specialists. • Drive and evaluate core performance metrics (KPIs) including Time to Value, Onboarding Score, and CSat Scores. • Define, execute, and continuously improve the structured customer onboarding experience to drive strong product adoption and early value realization. • Act as a central partner to Product, Support, Marketing, and GTM Enablement teams. • Oversee and manage the daily operational workflows, including the Onboarding Queue and technical checks. • Drive and oversee key initiatives aimed at improving the customer experience at scale.
Job Requirements
- 5+ years of professional experience in Customer Success, Technical Services, Onboarding, or a related function within a SaaS or B2B environment.
- Demonstrated expertise in team performance management, including coaching specialists and driving quantitative KPIs such as Time to Value, Onboarding Score, and CSat.
- Proven ability to manage complex, daily operational workflows, including customer provisioning, technical enablement checks (e.g., HIPAA/SMS), and high-volume ticket queues.
- Experience in cross-functional partnership with Product, Support, or GTM Enablement teams to integrate new features and support trends into customer education materials.
- Track record of successfully driving strategic initiatives or projects (e.g., process automation, system improvements, or developing team resources/handbooks) that scale the customer experience.
- Required Technical Skill: Proficiency with Customer Success platforms (e.g., Gainsight, Salesforce) for managing customer data, tracking metrics, and automating workflow triggers.
- Managerial Experience: Desired but not required.
- Education: No specific degree is required.
Benefits
- medical, dental, vision, life, and disability insurance
- 401(k) retirement plan
- flexible spending & health savings account
- paid holidays
- paid time off
- employee assistance program
- other company benefits
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