🛠 Tech Stack

💼 About This Role

You'll lead SME Onboarding Specialists at SurveyMonkey, driving early product adoption and value realization. You'll shape the customer journey at scale through strategic initiatives and cross-functional partnership.

🎯 What You'll Do

• Coach, develop, and manage a team of five Onboarding Specialists
• Drive core KPIs including Time to Value, Onboarding Score, and CSat
• Define and improve structured customer onboarding experience
• Partner cross-functionally to embed best practices into onboarding curriculum
• Manage daily operational workflows like Onboarding Queue and HIPAA/SMS checks

📋 Requirements

• 5+ years in Customer Success, Onboarding, or related SaaS/B2B role
• Experience driving quantitative KPIs (Time to Value, Onboarding Score, CSat)
• Proficiency with Customer Success platforms (e.g., Gainsight, Salesforce)
• Proven ability to manage complex operational workflows and high-volume queues

✨ Nice to Have

• Managerial experience
• Track record of driving strategic initiatives (e.g., process automation, system improvements)

🎁 Benefits & Perks

• 🏖️ Paid time off
• 🏥 Medical, dental, vision, life, disability insurance
• 💰 RRSP matching
• 🧑‍⚕️ Flexible spending health savings account
• 📅 Paid holidays

📨 Hiring Process

Estimated timeline: 3-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical/Leadership Interview· 60 min
4. 4Offer· 30 min