Manager II, Services

About the Role: SurveyMonkey is the world’s most popular platform for surveys and forms. We are seeking a Manager II, Services to lead our Small and Mid-Enterprise (SME) Onboarding Team. This role focuses on setting customers up for long-term success by defining and executing a structured, supportive onboarding experience that drives strong product adoption and early value realization.

What You'll Do

• Coach, develop, and manage a team of five Onboarding Specialists, driving key KPIs including Time to Value, Onboarding Score, and CSat.
• Define, execute, and continuously improve the structured customer onboarding experience.
• Partner with Product, Support, Marketing, and GTM Enablement teams to incorporate new features into onboarding materials.
• Oversee daily operational workflows, including the Onboarding Queue, provisioning/handover tasks, and complex checks (e.g., HIPAA + SMS Enablement).
• Drive high-impact strategic initiatives such as Automated Provisioning and CSM Handover Updates.

What You Bring

• 5+ years of professional experience in Customer Success, Technical Services, Onboarding, or a related function in a SaaS/B2B environment.
• Demonstrated expertise in team performance management, coaching, and driving quantitative KPIs.
• Proven ability to manage complex, daily operational workflows and high-volume ticket queues.
• Experience in cross-functional partnership to integrate features and support trends into customer education.
• Proficiency with Customer Success platforms (e.g., Gainsight, Salesforce) for managing data and automating workflows.

Benefits

• Competitive base pay range of $119,000 - $140,000 USD per year.
• Total compensation package includes bonuses/commissions and a competitive benefits package (medical, dental, vision, 401(k), etc.).
• Flexible, hybrid-remote work environment with a "CHOICE Fund" program to help employees thrive.
• Opportunity to work for a company with 25+ years of experience and a global team across North America and Asia.