Director, Product Management - Expansion, Retention & Payments
WFA Digital Insight
SurveyMonkey’s platform sits at the intersection of survey technology and revenue-generating services, making this Director role uniquely strategic. You’ll own two critical engines: a global payments infrastructure that must balance conversion, compliance and fraud defense, and a product‑led growth machine that pushes self‑serve users toward higher‑value tiers and eventually into the enterprise sales funnel. The position reports to senior leadership and manages a small, high‑performing team of growth and payments product managers, requiring both deep analytical chops and people‑leadership skills. Candidates should be comfortable navigating cross‑functional partners in engineering, finance, legal and sales while keeping an eye on revenue‑impact metrics such as churn, LTV and checkout conversion.
Job Description
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 http://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.
- 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.
- 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.
- 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.
How to Stand Out
- Highlight any direct experience you have building or scaling payment platforms, especially with fraud mitigation, in your resume and cover letter.
- Quantify PLG successes (e.g., conversion rate improvements) from past roles; concrete metrics resonate with interviewers.
- Prepare a case study that walks through how you’d design a PQL funnel to handoff self‑serve accounts to enterprise sales.
- Showcase cross‑functional leadership stories that demonstrate influencing engineering, finance, and legal partners.
- Bring examples of A/B testing frameworks you’ve built and the business impact they delivered.
- Research SurveyMonkey’s current product suite and think of one tangible improvement for the billing flow.
- When discussing compensation, be ready to talk about equity expectations and remote‑work allowances.
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