Director, Product Management - Expansion, Retention & Payments

SurveyMonkey is the world’s most popular platform for surveys and forms, built for business—loved by users. We combine powerful capabilities with intuitive design, effectively serving every use case, from customer experience to employee engagement, market research to payment and registration forms. With built-in research expertise and AI-powered technology, it’s like having a team of expert researchers at your fingertips.

Trusted by millions—from startups to Fortune 500 companies—SurveyMonkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth. Discover how at surveymonkey.com.

What we’re looking for

SurveyMonkey is seeking a strategic and data-driven Director of Product Management to lead our global Billing & Payments and PLG (Product-Led Growth) Expansion organizations. This is a high-impact leadership role responsible for the financial engine of our self-serve business and a critical bridge to our enterprise motions.

In this role, you will hold a dual mandate:

• Billing & Payments: Oversee our global payments platform, optimizing checkout conversion, subscription renewals, and fraud/risk management.
• Expansion & Retention: Drive the PLG strategy for self-service retention, account expansion, and seamlessly connecting high-value product users to our SME and Enterprise sales teams.

You will manage and mentor a talented team of Product Managers and partner closely with cross-functional executives across Engineering, Finance, Sales, and Growth to drive SurveyMonkey’s revenue goals.

What you’ll be working on

• Manage, mentor, and scale a high-performing team of Growth and Payments PMs to deliver against key company-wide revenue priorities.
• Own the PLG Expansion Strategy by defining and executing the roadmap for self-service upgrades, cross-sells, and seat expansion to maximize customer lifetime value (LTV) within the self-serve base.
• Build the Self-Serve-to-Enterprise bridge by designing and optimizing Product-Qualified Lead (PQL) funnels. Ensure a frictionless handoff of high-value, high-usage self-serve accounts to the SME and Enterprise sales teams.
• Drive Global Retention and own the end-to-end subscriber retention lifecycle. Develop product interventions, win-back strategies, and tailored experiences to minimize churn and maximize Gross and Net Retention Rates (GRR/NRR).
• Direct the roadmap for a scalable, compliant, and flexible global payments platform that supports modern monetization, pricing/packaging innovations, and complex enterprise billing structures.
• Own the booking performance for cart conversion, checkout abandonment, and subscription renewals.
• Oversee global fraud, chargeback prevention, and advanced risk mitigation strategies to protect revenue and reduce losses without sacrificing user experience.
• Manage experimentation frameworks, KPIs, and strategic analyses to inform executive decision-making regarding monetization structures and customer LTV.
• Collaborating across Engineering, Sales & Growth and Finance, Tax & Legal to ensure alignment and long-term business resilience.

We’d love to hear from people with

• 7+ years of Product Management experience, with at least 3+ years in a product leadership/people management role.
• Deep expertise in Product-Led Growth (PLG), specifically optimizing SaaS funnels, retention loops, and self-serve-to-enterprise (sales-assist) pipelines.
• Domain knowledge in Billing, Payments, and Monetization platforms (e.g., checkout optimization, global payment methods, compliance, fraud prevention).
• Highly analytical with a proven track record of owning revenue-driving metrics (GRR, NRR, Conversion) and running rigorous A/B testing frameworks.
• Ability to navigate complex cross-functional environments, influencing stakeholders across Engineering, FP&A, Legal, and Sales.
• Exceptional communication skills, with the ability to distill complex architectural or financial concepts into clear strategic narratives for executive leadership.

The base pay provided for this position ranges from $178,500 / year - $210,00 / year CAD depending on the geographic market and assuming a full-time schedule. Actual base pay is based on a number of factors including market location, job-related knowledge, education or training, skills, and experience.

Bonuses may also be offered as part of the total compensation package, in addition to a competitive benefits package including medical, dental, vision, life, and disability insurance; RRSP matching; flexible spending & health savings account; paid holidays; paid time off; employee assistance program; and other company benefits.

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Why SurveyMonkey? We’re glad you asked

At SurveyMonkey, curiosity powers everything we do. We’re a global company where people from all backgrounds can make an impact, build meaningful connections, and grow their careers. Our teams work in a flexible, hybrid environment with thoughtfully designed offices and programs like the CHOICE Fund to help employees thrive in work and life.

We’ve been trusted by organizations for over 25 years, and we’re just getting started. Our milestones include celebrating a quarter-century of curiosity with 25 acts of giving, opening new hubs in Costa Rica and India, crossing the threshold of 100 billion questions answered, and earning recognition as one of the Most Inspiring Workplaces across North America and Asia.

We live our company values—like championing inclusion and making it happen—by embedding them into how we hire, collaborate, and grow. They help shape everything from our culture to our business decisions. Come join us and see where your curiosity can take you.

Our commitment to an inclusive workplace

SurveyMonkey is an equal opportunity employer 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.

Your data

For more information on how SurveyMonkey (including its subsidiary and affiliated companies) processes your personal data as a job candidate or applicant, please see our Global Applicant and Candidate Data Privacy Notice. Please note that we may use artificial intelligence (AI) tools to support parts of the hiring process, such as sourcing candidates, reviewing applications, analyzing resumes, or summarizing interviews. These tools assist our recruitment team but do not replace human judgment.