Manager II, Services

SurveyMonkey•Ottawa, ON

1d•Hybrid

About The Position

SurveyMonkey is seeking a Manager II, Services, to lead their Small and Mid-Enterprise (SME) Onboarding Team. This role reports directly to the Senior Director of Global Customer Success & Services and is crucial for ensuring customers achieve long-term success through a structured and supportive onboarding experience. The position focuses on driving product adoption and early value realization. The manager will be responsible for coaching a team of five Onboarding Specialists, managing key performance indicators (KPIs) such as Time to Value and Onboarding Score, and collaborating with GTM Enablement, Product, Support, and Marketing teams to integrate best practices into the customer journey. This role involves overseeing team management, operational workflows, and strategic initiatives like Automated Provisioning and CSM Handover Updates, aiming to shape the customer experience at scale.

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.
Proficiency with Customer Success platforms (e.g., Gainsight, Salesforce) for managing customer data, tracking metrics, and automating workflow triggers.

Nice To Haves

Managerial Experience: Desired but not required.

Responsibilities

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 to incorporate top reasons for support and new features/functionality into the Onboarding curriculum and training materials.
Oversee and manage the daily operational workflows, including the Onboarding Queue, specific provisioning/handover CTAs, and complex checks like HIPAA + SMS Enablement.
Drive and oversee key initiatives aimed at shaping the customer experience at scale, such as Automated Provisioning, CSM Handover Updates, and Onboarding Handbook Updates.