SurveyMonkey takes coaching for customer success to the next level

SurveyMonkey is the world’s leading survey software, and as a company, it is a place “where the curious come to grow.”

Jeffrey Coleman, SurveyMonkey’s VP of Customer Success, is well-aligned to this philosophy. “We’re always trying to figure out what it is we can learn from a situation,” he shares. “How do we take what we’re learning, adapt that, and really put that into our growth mindset?”

For SurveyMonkey, bringing in Gong was an opportunity for their team to start to listen and learn about what was really going on in interactions with customers.

Since deploying Gong’s customer success software, SurveyMonkey has seen an improvement in CSMs who were being coached, but also by the managers who are doing the coaching. Using scorecards, having visibility into the lifecycle of an account, a greater understanding of churn indicators, and better cross-functional collaboration has helped the CS team thrive.