About Responsive

About the Role

HYBRID IN DALLAS, TX; REMOTE IN OTHER U.S. TIMEZONES. 

We’re looking for an experienced Manager of Customer Success Management to lead our Enterprise CSM team, supporting our top tier accounts that have high contract value and company-wide visibility. In this role, you’ll help drive retention and expansion by ensuring customers realize meaningful outcomes while supporting the development of strong CSM and customer relationships for mutual success.

This management role combines strong customer advocacy with solid commercial awareness and operational reliability. You’ll guide Enterprise CSMs in executing the core elements of Customer Success - product adoption, executive alignment, value realization, renewals, and customer advocacy - while encouraging a growth mindset that identifies and qualifies expansion opportunities. Success in this role means consistently delivering strong retention, clear customer outcomes, and incremental account growth.

You’ll equip Enterprise Customer Success Managers to serve as trusted growth partners for their customers by providing structure, hands-on coaching, performance management, and accountability mechanisms that help the team both protect existing revenue and uncover new opportunities.

Essential Functions

Team Leadership & People Development

• Lead a team of experienced Customer Success Managers who manage our high-touch Enterprise customer segments at Responsive

• Hire, coach and mentor a stellar team by providing feedback, coaching and guidance according to individual’s strengths and areas of improvement

• Foster a culture of performance excellence while leading with a people-first mindset

Operational Excellence & Execution

• Serve as a champion to effectively remove roadblocks and secure resources for the team as needed, including knowledge, training, prioritization, escalation, etc. to ensure all actions drive toward business’ goals and KPIs

• Identify needs for and help build playbooks to proactively address risks and opportunities for adoption and engagement across the client base

• Use data to actively drive decision making for the Enterprise CSM team and to influence plans across the organization

• Support the CSM team in continuously developing their knowledge and practical understanding of AI technologies

Customer Success Delivery & Account Outcomes

• Support the Enterprise CSMs with planning and delivering executive business reviews and creating mutual customer success plans to ensure all customers achieve measurable realized value and verified business outcomes

• Build ongoing strategic relationships with senior business and technology contacts within customers, helping them to realize the full value of their Responsive solution

• Monitor overall customer health across the Enterprise customer portfolio to ensure the customer success team achieves goals as defined by senior Customer Success leadership

Cross-Functional Collaboration & Strategic Alignment

• Foster a collaborative cross-functional environment among Customer Success and internal teams, paving the way for their team to do the same

• Partner with our Sales team to identify opportunities for upsell as well as support with pre-sales activities for high potential customers

• Participate and lead key items on our weekly, monthly and quarterly business reviews with cross-functional partners in the business to highlight risk, opportunities and progress around key initiatives on our Customer Success roadmap

Qualifications

• People Leadership: Minimum 2 years of experience managing Customer Success teams of 6–10 employees, ideally supporting Enterprise or high-ARR customer segments.

• Customer Success Expertise: 5+ years of post-implementation stakeholder management experience within high-growth SaaS organizations.

• Domain Knowledge: Experience collaborating on RFX processes or working closely with Proposal Management teams is a plus.

• Systems Experience (as qualification): Working knowledge of Gainsight and/or Salesforce is preferred.

Knowledge & Skills

• Executive Engagement: Demonstrated ability to engage executives and functional leaders on business and technology strategies.

• Metrics & Performance: Familiarity with key Customer Success KPIs such as CSAT, NPS, NRR, GRR, and operational performance tracking.

• Systems Experience (as skill): Hands-on ability to use Gainsight and/or Salesforce effectively in a Customer Success environment.

• RFX / Proposal Collaboration Skills: Understanding of proposal processes, ability to partner with Proposal Management teams.

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 $120,000–$145,000. 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 role, candidates located in Dallas, TX 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!