Director of Product Management - Expansion, Retention & Payments

Role Description

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.
• Collaborate across Engineering, Sales & Growth and Finance, Tax & Legal to ensure alignment and long-term business resilience.

Qualifications

• 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.

Requirements

• The base pay provided for this position ranges from $178,500 / year - $210,000 / 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 and commissions may also be offered as part of the total compensation package.

Benefits

• Competitive benefits package including medical, dental, vision, life, and disability insurance.
• 401(k) retirement plan.
• Flexible spending & health savings account.
• Paid holidays and paid time off.
• Employee assistance program.
• Other company benefits.