Who we are and what we do

Momentive (NASDAQ: MNTV) (formerly SurveyMonkey) is a leader in agile experience management, delivering powerful, purpose-built solutions that bring together the best parts of humanity and technology to redefine AI. Momentive products, including GetFeedback, SurveyMonkey, and its brand and market insights solutions, empower decision-makers at 345,000 organizations worldwide to shape exceptional experiences. More than 20 million active users rely on Momentive to fuel market insights, brand insights, employee experience, customer experience, and product experience. Ultimately, the company's vision is to raise the bar for human experiences by amplifying individual voices. Learn more at Momentive.ai.

More about our Customer Success Team

Momentive Market Research Solutions make it easy for anyone—from insights professionals to marketers—to collect quality data from their target audience, on demand. Perfect for a variety of market research use cases: consumer behavior, market sizing, competitive intelligence, product development, ad testing, brand tracking, and more. Our Market Research Customer Success Team is the place for customer-centric problem solvers who are passionate about helping us live up to our promise to provide the industry's best customer support.

What we're looking for

Our Market Research Customer Success Managers provide the industry's best customer experiences to our highest value Market Research customers. You'll work in partnership with Sales, Research Services, and other internal departments to ensure that we achieve valuable outcomes for these strategic customers.Your success requires leading interactions with customers who are completing complex market research projects on the Momentives Market Research Platform.

Your success requires leading interactions with customers who are completing complex market research projects on the SurveyMonkey Market Research Platform. You will balance competing or ambiguous factors – including business and customer impact and product feasibility. You are willing to experiment in an evolving environment and have a passion for helping customers achieve their market research goals. You will report to the Head of Market Research Customer Success. Your primary success metrics include customer enablement, project management, spend acceleration, return rate, and satisfaction.

You will

  • Promote customers' use of our Market Research Solutions through consultative methods including: education and enablement, expanding use cases, and increasing product frequency
  • Manage successful landmarks throughout the customer lifecycle, from onboarding to project planning, to executive business reviews, to ongoing project management
  • Take ownership of customer relationships, achieving value on their investment, and partnering with Sales to grow their engagement
  • Be a trusted market research advisor to strategic customers
  • Develop deep expertise of the product and market research best practices to solve customer problems in imaginative ways
  • Need to occasionally work "flexible hours" to support international customers

You have

  • 3+ years professional experience in a client-facing role. Direct experience working in market research is a significant plus.
  • Experience breaking down ambiguous problems into concrete, manageable components and thinking through solutions
  • Customer-facing writing, speaking, presentation and listening abilities
  • A high degree of curiosity and a willingness to stretch, learn, develop, deal with change, and (at times) be uncomfortable with evolving business and customer needs
  • Familiarity with both Salesforce and Gainsight encouraged

What we offer our employees

Momentive is a place where the curious come to grow and shape what's next. By embedding inclusion into our processes, policies, and culture for our 1,400+ employees across North America, Europe, and APAC, we're building a workplace where people of every background can excel. We've won multiple awards and received recognition for our forward-looking policies, including extended parental and bereavement leave, vendor benefits standards, and Take 4 sabbaticals.

Momentive is featured as a Glassdoor 2021 Best Place to Work and National Capital Region's Top Employer in Canada (2021). In 2020, Momentive was recognized as a top place to work by Glassdoor Best Places to Work, Fortune Best Places to Work in the Bay Area, Parity.org's Best Companies for Women to Advance, and National Capital Region's Top Employers in Canada. Momentive has consistently been recognized by Great Place to Work® and Fortune as a top workplace since 2018, and we have also won numerous awards as a leader in global survey software, including being named among the G2 Best Software Companies, CNBC's Disruptor 50, and the Forbes Cloud 100.

Our commitment to an inclusive workplace

Momentive is an equal opportunity employer and is 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.

Learn more about our diversity, equity, and inclusion efforts here.

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