Manager II, Services

SurveyMonkey

Manager II leading the Small and Mid-Enterprise Onboarding Team at SurveyMonkey. Responsible for coaching specialists and optimizing customer onboarding processes.

Posted 5/12/2026full-timeRemote • California • 🇺🇸 United StatesMid-LevelSenior💰 $119,000 - $140,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successonboardingperformance managementKPI trackingoperational workflowsprocess automationtechnical enablementcustomer provisioningsystem improvementsteam resource development

Soft Skills

coachingteam managementcross-functional collaborationstrategic initiative drivingcustomer experience improvement