🛠 Tech Stack

💼 About This Role

You'll lead the Small and Mid-Enterprise Onboarding Team at SurveyMonkey, reporting to the Senior Director of Global Customer Success Services. You'll drive Time to Value and Onboarding Score KPIs, coaching a team of five specialists. This role shapes customer experience at scale through cross-functional partnerships and strategic initiatives.

🎯 What You'll Do

• Coach and manage a team of five Onboarding Specialists
• Drive KPIs including Time to Value and Onboarding Score
• Define and optimize structured onboarding experiences
• Partner with Product, Support, and Marketing teams

📋 Requirements

• 5+ years in Customer Success or Onboarding within SaaS/B2B
• Team performance management with quantitative KPI focus
• Managing operational workflows like provisioning and ticket queues
• Cross-functional partnership with Product or Enablement teams

✨ Nice to Have

• Managerial experience
• Proficiency with Gainsight or Salesforce

🎁 Benefits & Perks

• 🏥 Medical, dental, vision, life, disability insurance
• 💰 RRSP matching
• 🏖️ Paid holidays and paid time off
• 💳 Flexible spending health savings account
• 📚 Employee assistance program

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Team Interview· 45 min