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 forWe are seeking a Manager II, Services, to lead our Small and Mid-Enterprise (SME) Onboarding Team, reporting directly to the Senior Director of Global Customer Success & Services. This is a critical backfill role focused 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. This manager will be responsible for coaching and developing a team of five Onboarding Specialists, driving key performance indicators (KPIs) like Time to Value and Onboarding Score, and acting as a central partner to GTM Enablement, Product, Support, and Marketing teams to continuously embed best practices into the customer journey. By overseeing team management, operational workflows, and high-impact initiatives like Automated Provisioning and CSM Handover Updates, this role offers an exciting opportunity to significantly shape our customer experience at scale.
What you’ll be working on- Team Leadership and Performance Management: 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.
- Strategic Onboarding Execution and Optimization: Define, execute, and continuously improve the structured customer onboarding experience to drive strong product adoption and early value realization.
- Cross-Functional Partnership and Best Practices: Act as a central partner to Product, Support, Marketing, and GTM Enablement teams to incorporate top reasons for support and new features/functionality into the Onboarding curriculum and training materials.
- Operational Workflow Management: Oversee and manage the daily operational workflows, including the Onboarding Queue, specific provisioning/handover CTAs, and complex checks like HIPAA + SMS Enablement.
- High-Impact Strategic Initiatives: Drive and oversee key initiatives aimed at shaping the customer experience at scale, such as Automated Provisioning, CSM Handover Updates, and Onboarding Handbook Updates.
We’d love to hear from people with- 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.
The base pay provided for this position ranges from CAD $104,000 / year - $122,500 / 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 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; RRSP matching; flexible spending & health savings account; paid holidays; paid time off; employee assistance program; and other company benefits. This opening is for an existing vacancy.
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 our Ottawa office up to 1 day per week.#LI-Hybrid
Why SurveyMonkey? We’re glad you asked At SurveyMonkey, curiosity powers everything we do. We’re a global company where people from all backgrounds can make an impact, build meaningful connections, and grow their careers. Our teams work in a flexible, hybrid environment with thoughtfully designed offices and programs like the CHOICE Fund to help employees thrive in work and life.
We’ve been trusted by organizations for over 25 years, and we’re just getting started. Our milestones include celebrating a quarter-century of curiosity with 25 acts of giving, opening new hubs in Costa Rica and India, crossing the threshold of 100 billion questions answered, and earning recognition as one of the Most Inspiring Workplaces across North America and Asia.
We live our company values—like championing inclusion and making it happen—by embedding them into how we hire, collaborate, and grow. They help shape everything from our culture to our business decisions. Come join us and see where your curiosity can take you.
Our commitment to an inclusive workplaceSurveyMonkey 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.
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