Manager II, Customer Success

What we're looking for

We're looking for a coach and strategist to help our Customer Success Managers drive value and partnership within our high potential customer base. With a background in B2B customer relationships you'll report to our Senior Director of Customer Success, and lead a team of outstanding customer success professionals who engage and expand partnerships with some of the biggest brands in the world.

You will

• Lead and coach a team of customer success managers who engage with our most strategic customers
• Manage the renewal business with a view to achieving and exceeding against our key measures of GRR and NRR
• Lean on experience navigating organizations to help create customer value, and represent that customer voice in SurveyMonkey
• Demonstrate a strong desire to embrace partnership and collaboration. You'll be working with multiple teams on a regular basis to optimize our success methodology while shaping the team's practices to deliver optimal outcomes for the region
• You genuinely enjoy complexity yet can bring a consistent processed approach to dealing with that complexity

You have

• Experience being a people-first leader of high integrity who can execute a vision for the group and plan, hire, lead, and inspire teams to achieve extraordinary results consistently quarter over quarter
• 5+ years experience managing teams of Customer Success Managers or equivalent in a B2B company, ideally managing strategic accounts
• Experience in relationship management and expansion strategies at the customer and portfolio level
• Experience in scaling companies and enjoy leading an area of growth which will grow over the next three years
• High collaboration, and work well with those around you to build relationships, rapport and challenge the status quo when needed
• Forecasting accuracy, and an understanding of negotiation, partner agreement and business process that accompanies working with large enterprise customers
• The ability to breakdown ambiguous problems into concrete, manageable components and think through optimal solutions
• A track record of delivering results and outcomes through others and individually

Who we are and what we do

Momentive (NASDAQ: MNTV), maker of SurveyMonkey, is a leader in agile experience management, delivering powerful, purpose-built solutions that bring together the best parts of humanity and technology to redefine AI. Momentive products, including GetFeedback, SurveyMonkey, and its brand and market insights solutions, empower decision-makers at 345,000 organizations worldwide to shape exceptional experiences. More than 20 million active users rely on Momentive to fuel market insights, brand insights, employee experience, customer experience, and product experience. Our vision is to improve human experiences by amplifying individual voices. Learn more at Momentive.ai.

What we offer our employees

Momentive is a place where the curious come to grow and shape what's next. By embedding inclusion into our processes, policies, benefits, and culture for our 1,400+ employees across North America, Europe, and APAC, we're building a workplace where people of every background can excel.

We've won multiple Culture and Employee awards, including Comparably's Best Workplace for Women and Diversity, and received recognition for our forward-looking benefits policies, including best workplace for parents, vendor benefits standards, our annual holiday refresh, retirement benefits, and Take 4 sabbaticals.

Our commitment to an inclusive workplace

Momentive is an equal opportunity employer and is 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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