Enterprise Customer Success Manager

About Responsive

Responsive, formerly RFPIO, is the market leader in a growing category of SaaS solutions called Strategic Response Management. More than 2,000 customers, including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom, are using the Responsive platform to manage business critical responses – including bids, questionnaires, assessments, and trust centers – that impact nearly half of a company’s revenue. More than 35% of cloud SaaS leaders and more than 20 of the Fortune 100 standardize on Responsive, and the company has been voted “best in class” by G2 for 24 quarters straight. Customers have used Responsive to close more than $750B in transactions to-date. To learn more, visit responsive.io.

About the Role

REMOTE IN CST/EST TIMEZONES

Customer Success enables customers to achieve their business outcomes by serving as trusted advisors focused on increasing adoption and preventing churn. The Customer Success Manager (CSM) is a critical role in our organization, owning the relationships with Responsive’s Enterprise customers to build trust, demonstrate value, and ensure that our platform helps our customers grow revenue, reduce risk, and streamline their internal processes throughout their lifecycle, leading to retention and growth of their portfolio.

As the primary point of contact to our customers and the face of Responsive, a CSM must navigate a diverse range of customer organizations with agility to provide world-class ongoing support to a book of business that includes multiple verticals and industries. They will have a strong understanding of customers’ businesses, goals, and challenges and facilitate ongoing conversations to strategically increase adoption and optimization as well as advocate for the customer to cross functional Responsive teams.

Essential Functions

• Manage customer expectations properly in all areas.
• Maintain impeccable documentation of account details and activities. Monitor customer health, adoption, utilization, customer sentiment and other metrics across products and verticals, and throughout the customers’ journey.
• Build and maintain success plans with verifiable business outcomes for customers.
• Identify any risk of churn or downgrade early, run proper discovery, and work cross-functionally to mitigate.
• Understand and own the full contract renewal process and all associated facets
• Seek out, identify, and develop interest in opportunities to expand through add-on features and paid Professional Services.
• Manage customer issue escalations, facilitate communication among applicable internal and external stakeholders and provide ongoing support until issues are resolved.
• Demonstrate exemplary communication skills in written, verbal, and presentation formats, as well as polished and professional executive presence.
• Set a standard of excellence in customer care and set an example for the other Customer Success team members.
• Continuously develop your professional growth and learning within the role and contribute to coaching and further education of others in the Customer Success department.

Requirements

Experience:

• 3-5 years of customer success management, sales account management or other customer-facing related experience in B2B SaaS organizations
• Track record of success in working with enterprise level accounts
• Proven success owning customer relationships and reaching targets for renewal and growth
• Experience with customer analytics platform, Gainsight preferred
• Experience working with RFXs or with Proposal Management Teams is a plus

Knowledge & Skills:

• Self-starter with a proven track record of driving customer success in SaaS companies and driving adoption of technology within an organization
• Account mapping skills in order to get to, and stay with, high-level stakeholders
• Highly organized with ability to multitask, prioritize, and scale
• Zealous about customer success and driving customer value
• Highly data-driven with a commitment to reporting on customer usage, adoption, support tickets, testimonials, and product feedback
• Strong presentation, excellent verbal and written communication skills
• Flexible, adaptable team player with strong interpersonal skills

Additional Information

Responsive uses a market-based compensation philosophy. A candidate’s starting base salary will be determined by the specific responsibilities of the role, as well as job-related skills, experience, qualifications, location, and current market trends. For this position, the base salary range is $105,000–$125,000 On-Target Earnings (base + bonuses). Our recruiting team will provide details on the applicable range based on your location during the hiring process. Please note that this range covers base salary only and does not include bonuses, equity, or benefits.

Responsive embraces a global flexible workforce model with offices in Dallas, TX, Kansas City, MO, Coimbatore, India and Dublin, Ireland. For this remote role, candidates located in Eastern Standard Time Zones will be given priority consideration.

In addition to a competitive compensation package, Responsive also offers the following benefits:

📈 401k with company matching

📚 Unlimited professional development and ongoing learning through LinkedIn Learning Solutions

🏝 4 weeks of paid vacation, paid sick days, dedicated paid COVID days, and paid bereavement

✈ 4 week sabbatical after 5 years of service

🍀 Mental Wellness Program (EAP) to support your well-being and self-care

🍹 Team events, such as happy hours, off-sites, and team building events

❤️ Best-in-class health benefits, company paid for employee and company contribution for family coverage

Our Values:

Delight customers

We’re lucky to partner with the world’s biggest brands and best customers. They all play an integral role in mapping our future. When it comes to listening and solving their biggest challenges, we’re Responsive.

Be agile & nimble

At Responsive, our people, products and processes are constantly evolving. Our simple formula is to be agile and nimble. We’re not afraid to try something new or pivot when we see a better solution.

Get it done

Whether it’s adding a new feature, onboarding a new customer, or crafting a solution that adds extra value — we’re all motivated to get it done. GID is one of our core tenets and impacts everything we do.

Give back time

Efficiency is central to our company spirit, because finding ways to focus on what’s most important is essential to our innovation. We also truly care about what really matters to our customers and teams.

S4

We have a simple saying, “If you see something, you say something (S4).” At Responsive, we celebrate people who are critical, thoughtful thinkers who just want to make things better. Here, your input matters.

At Responsive, our values are the foundation of who we are—and we’re equally committed to cultivating a diverse and inclusive culture that reflects and respects the richness of our global community. We welcome individuals of all backgrounds, including different cultures, ethnicities, ages, races, national origins, genders, sexual orientations, religions, and abilities, to apply for our open roles. If you share our commitment to an inclusive workplace and believe you’d thrive on our team, we’d love to hear from you!