Customer Success Manager, Digital

About Responsive

Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk and improve employee experiences. Nearly 2,000 customers have standardized on Responsive to respond to RFPs, RFIs, DDQs, ESGs, security questionnaires, ad hoc information requests and more. Responsive is headquartered in Portland, OR, with additional offices in Kansas City, MO and Coimbatore, India. Learn more at responsive.io.

About the Role

REMOTE IN PORTLAND OR; DALLAS TX; BOSTON, MA; KANSAS CITY MO

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 mid-market 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.
• Identify any risk of churn or downgrade early, run proper discovery, and work cross-functionally to mitigate.
• 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 mid-market 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

US-Based Employees can look forward to the following benefits:

💰 Competitive Compensation, Company Bonus

📈 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

🧘‍♀️ Weekly virtual yoga sessions

🍀 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

🌍Associates based outside of the US will enjoy similar benefits, comparable and specific to their national standards

The compensation range for this role is $72,000-$94,000 On-Target Earnings (base + bonuses), depending on experience and location.

At Responsive, our mission is to make Responsive one of the best places to work by building trust, respecting personal boundaries, valuing work-life balance, promoting diversity, and inclusiveness, and instilling a true sense of ownership and belonging among every employee that will transcend to delighting customers and creating true market value. People feel empowered, supported, and included. Trust and transparency are built into the way we work. Creativity, curiosity, and continuous improvement are encouraged and nurtured.

Responsive is committed to building and fostering a diverse and inclusive culture that we can all be proud of. We encourage people of all cultures, ethnicities, ages, backgrounds, races, national origins, genders, sexual orientations, religions, and abilities to apply for our open positions. If you are also committed to this kind of culture and see yourself joining our team, please apply - we look forward to learning more about you!