Customer Success Manager, SMB (Scaled)

Date: May 16, 2024

Location: US

Company: Responsive

About Responsive

Responsive (formerly RFPIO) is the market leader in an emerging new category of SaaS solutions called Strategic Response Management (SRM). Responsive customers including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom are using Responsive to manage business-critical responses to RFPs, RFIs, RFQs, security questionnaires, due diligence questionnaires and other requests for information. Responsive has nearly 2,000 customers of all sizes and has been voted “best in class” by G2 for 13 quarters straight. It also has more than 35% of the cloud SaaS leaders as customers, as well as more than 20% of the Fortune 500. Customers have used Responsive to close more than $400B in transactions to-date.

About the Role

REMOTE IN PORTLAND, OR, or BAY AREA, CA, or DALLAS TX, or KANSAS CITY Metropolitan Area, or BOSTON, MA
The Digital Customer Success Manager will manage and grow Responsive’s community of customers and users by fostering relationships with and supporting existing members through digital “tech touch” methods. The Digital CSM engages and educates new members through 1:many scalable communication methods including webinars, office hours, virtual engagement sessions, customer marketing, and 1:1 as needed to reduce churn and/or identify upsell opportunities. Digital CSMs have proven communication skills, high emotional intelligence, a proactive work ethic, and a strong grasp of the B2B SaaS. Digital CSMs are involved with launching and nurturing community initiatives such as managing online communities, building online discussions and forums, leading digital ambassador programs, creating virtual event series, writing email newsletters, etc. Digital CSMs are natural communicators who are independently responsible, seek growth opportunities, have endless curiosity, and possess the unique ability to combine strategy with execution.

Essential Functions

  • Own the success of a large book of business (300+ accounts) by developing a one-to-many engagement strategy to retain and grow revenue.
  • Utilize customer success platforms (Gainsight and Zendesk) to monitor platform adoption, keep complete internal records, and maintain open lines of communication with customers.
  • Develop plans that ensure that customers are successfully adopting our platform that aligns with their business needs at scale.
  • Use customer data in Gainsight CS and PX to identify trends for common customer challenges and actively suggest ways to address them with scalable engagements, providing insights to cross-functional internal teams. 
  • Continually measuring the effectiveness of programs and optimizing them to improve engagement, outcomes, and retention.

Requirements

  • Managing a book of business of 100+ accounts.
  • Experience leading 1:many meetings or webinars, and monitoring user engagement to intervene proactively.
  • Experience with customer analytics platforms preferred, such as Gainsight.
  • Experience managing a book of business with 250+ clients is a plus.
  • 1-3 year of experience in a procurement or purchasing department running RFx projects internally is a plus.
  • Experience with Salesforce and/or Gong is a plus.
  • Experience with customer service tools, such as Zendesk is a plus, but not required.
  • Experience with customer experience tools, such as Gainsight PX or similar is a plus.
  • Self-starter with a proven track record of driving customer success in SaaS companies and/or project management and driving adoption of technology within an organization.
  • Ability to multitask, prioritize, and scale.
  • Zealous about customer success and driving customer value.

Additional Information

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

  • Competitive Compensation, Stock Options, 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 weeks 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