Senior Project Specialist, Digital Customer Success Programs

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Date: Jun 6, 2025

Location: India, Bangalore , IN

Company: Responsive

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

As a Sr. Project Specialist, Digital Customer Success Programs, you will be an essential individual contributor within our Digital CS team, focused on the tactical execution of scalable customer success initiatives. You will work under the guidance of the Team Lead – Digital Customer Success Programs and in collaboration with fellow Project Managers and our Community Manager to help design, deliver, and iterate on digital customer engagement programs that align with Responsive’s strategic goals.

This role emphasizes planning, coordination, testing, reporting, and agile execution. You’ll support the development and deployment of lifecycle journeys, in-app communications, automation playbooks, and enablement resources that improve customer experience and support the effectiveness of our pooled CSM team. You will have an opportunity to make an immediate and lasting impact using your creative problem solving, technical acumen, and relentless execution to ensure we deliver the right value, to the right customer, at the right time.

What You’ll Be Doing

  • Support the planning and launch of digital engagement programs across onboarding, adoption, risk, expansion, and renewal journeys.

  • Own project plans for assigned workstreams, including milestones, task assignments, and progress tracking.

  • Create self-serve resources including: email copy, templates, video content, and 1-pagers aligned to CSM needs.

  • Assist in building Gainsight JO campaigns and PX in-app engagements to deliver scaled outreach.

  • Analyze program performance using cohort data and engagement metrics; suggest optimizations.

  • Conduct structured testing and experiments, documenting hypotheses, outcomes, and next steps.

  • Collaborate with the Community Manager and other Project Managers to ensure coordinated delivery across channels.

  • Participate in sprint planning and agile execution cycles, providing status updates and reporting regularly.

  • Partner with CSM SMEs to refine messaging, workflows, and engagement resources.

  • Help QA test all programs and assets prior to deployment.

  • Contribute to shared knowledge repositories and documentation.

  • Coordinate with CS Ops, Support, Product, and Academy for campaign alignment.

Education

Bachelor’s degree in Business or related field of study

Experience

  • 3–5 years experience in Digital Customer Success, Marketing Automation, Lifecycle Marketing, or Program/Project Management within a B2B SaaS company.

  • Hands-on experience supporting digital campaigns, email programs, or customer lifecycle initiatives to support SMB & Mid-Market CSM teams with a high-volume of customer accounts. 

  • Familiarity working with pooled CSM models and/or supporting scaled success programs.

  • Experience structuring and executing tests, experiments, and A/B campaigns.

  • Hands-on experience with Gainsight CS, Gainsight PX, Salesforce, and marketing automation platforms. Gainsight certifications are a plus.

  • Experience operating in agile environments or managing work in sprints.

  • Experience working with RFXs or with Proposal Management Teams is a plus.

  • Experience collaborating with remote or cross-regional teams.

Knowledge Ability & Skills

  • Advanced analytical skills with experience in cohort analysis, customer behavior data analysis, and iterative improvement.

  • Strong understanding of project management methodologies, operational processes, and optimization techniques.

  • Familiarity with AI technologies used in customer engagement is a strong plus.

  • Marketing automation and lifecycle campaign strategy experience.

  • Strong project management and hypothesis-driven planning skills.

  • Excellent personal time management skills with the ability to multitask and execute on competing priorities within a fast-paced startup environment. 

  • Comfortable working independently and collaboratively across multiple teams and stakeholder groups.

  • Research-oriented mindset with the ability to explore, test, and iterate quickly.