Matthew Grant
Manager Ii, Customer Success @SurveyMonkey
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WORK HISTORY
Manager Ii, Customer Success @SurveyMonkey
As a Manager of Customer Success, directly reporting to the Senior Director of Customer Success, my role is essential in ensuring our customers\' satisfaction and success. I lead and mentor a team of Customer Success Managers responsible for fostering and growing relationships with clients using SurveyMonkey’s GetFeedback and SurveyMonkey Enterprise products. My role is crucial in leading a team that drives customer engagement, retention, and ensuring customers are successfully meeting their business goals with the help of our products.Key Responsibilities:Account Management: Working with my team, I oversee and prioritize over 400 customer accounts across two products, delivering exceptional success outcomes across all aspects of the customer journeyTeam Leadership: I guide and inspire a team of skilled Customer Success Managers, providing them with mentorship and professional development to achieve their goals and contribute to the company’s success.Customer Success Strategy: I develop and execute a comprehensive strategy to ensure customer satisfaction, promote product adoption, and drive both retention and expansion.Customer Advocacy: I build strong relationships with customers, ensuring the team deciphers feedback and advocates their needs within our organization.Cross-functional Collaboration: I work closely with sales, product, engineering, and marketing teams to ensure a unified and seamless customer experience.Data Analysis: I use data and customer feedback to pinpoint trends, challenges, and opportunities for improvement in our products and services. Utilizing Salesforce, Gong and Gainsight on a daily basis.Reporting: I regularly provide updates and reports to senior management on customer success metrics, including churn rates, customer satisfaction, and revenue growth targets.
EDUCATION
Humber College
Postgraduate, Marketing Management
McMaster University
Bachelor of Arts (BA), Political Science
SKILLS
ABOUT MATTHEW GRANT
A passionate, problem solver\" has been used to describe me throughout my career. At first, I didn\'t quite see it but as I\'ve gotten older, it\'s something I\'ve learned to love and embrace. I\'m a positive minded Client Success leader with 8+ years experience leading successful teams, creating and executing strategic framework in both SAAS and DTC environments.I enjoy creating a positive work environment for my team and have been lucky to work with fantastic colleagues and accomplish some great things. I\'ve developed team members from more junior roles to senior roles, revamped and retooled departments and ensured that Client Success/Experience is a competitive advantage for every organization I\'ve worked at. I take pride in being a versatile leader with all things client or customer related and whether it\'s creating overall strategy or calling a new client to help them solve a problem, no concern is too big or small for me. Currently, I oversee the success of 6 Customer Success Managers, managing a portfolio worth over $20 million USD. Outside of work I\'m a huge soccer fan (former University player and current coach) and an avid F1 fanatic. I\'m always open to a conversation about both subjects and can talk about it for far too long if given the opportunity. I love travelling (favourite trips are a solo trip to Japan and a trip out to the East Coast of Canada). Africa is definitely next on the list (Zambia being the first stop!).
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