Director, Product Management - Expansion, Retention & Payments

SurveyMonkey is the world’s most popular platform for surveys and forms, built for business—loved by users. They are seeking a strategic and data-driven Director of Product Management to lead their global Billing & Payments and PLG (Product-Led Growth) Expansion organizations, focusing on optimizing their payments platform and driving self-service retention and account expansion.

Responsibilities:

• 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

Requirements:

• 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