Customer Success Manager- Strategic Accounts

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 experience. Nearly 2,000 customers have standardized utilizing Responsive’s solutions 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 CST/EST TIMEZONES 

Customer Success enables customers to achieve their business outcomes by serving as trusted advisors focused on increasing adoption, reducing risk and preventing churn. The Customer Success Manager (CSM), Strategic,  is a critical role in our organization, owning relationships with Responsive’s Strategic customers to build trust, demonstrate value, and ensure that our platform positions our customers  to increase 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 for our customers and the face of Responsive, a Strategic CSM must navigate our most valuable and complex range of customer organizations with agility to provide world-class partnership 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, through consistent and cross-functional collaboration.
• 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, frequently deep-diving to analyze trends and proactively address any deviations. 
• 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. 
• Support multiple complex projects simultaneously, with extended scope and complexity, with little support and oversight.
• Demonstrate exemplary communication skills in written, verbal, and presentation formats, as well as polished and professional executive presence. Demonstrate comfort and success in both ad hoc and planned conversations with audiences ranging from daily POCs to executives. 
• 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.
• Collaborate with your manager and cross-functional teams to deliver prescribed commitments to Strategic accounts.
• Navigate complex organizations to build successful multi-threaded relationships across the entire customer organization.
• Develop mutual success plans, in partnership with the client, to ensure full alignment and achievement of desired business outcomes.

Requirements

Experience:

• Minimum 8+ years experience within customer success management, sales account management or other relevant customer-facing teams in B2B SaaS organizations
• Experience working with RFXs or with Proposal Management Teams highly desired
• Track record of successful engagement within a strategic client base (Fortune 250 or similar) through customer centric thought leadership and ability to build and execute on a portfolio strategy
• Proven success owning customer relationships and reaching targets for renewal and growth
• Experience with customer analytics platform, Gainsight preferred

Knowledge & Skills:

• Self-starter with a proven track record of driving customer success in SaaS companies and driving the adoption of technology within an organization
• Account mapping skills to expand and engage with high-level stakeholders
• Highly organized with the 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, including experience leading EBRs and/or QBRs. 
• Flexible, adaptable team player with strong interpersonal skills

Additional Information

Compensation range for this role is $115,000-$140,000 on-target earnings (base + bonuses), depending on experience and location

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

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!