Manager - Customer Success, Digital

About Responsive

Responsive, formerly RFPIO, is the market leader in an emerging new category of SaaS solutions called Strategic Response Management. 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 15 of the Fortune 100. Customers have used Responsive to close more than $300B in transactions to-date.

About the Role

REMOTE from Dallas, TX; Portland, OR; Boston, MA; Kansas City Metro Area; SF Bay Area. No other geographies will be considered 

The Manager of Customer Success (Digital) works closely with the Customer Success, Product, Marketing organizations to develop the customer orchestration strategy and motions that meet the needs of our customers at different points of their post-sale journey at scale. Using a combination of one-to-many communications, this role executes an omni-channel approach that engages customers through a shared email inbox, live workshops, creating short form video content, Q&A sessions, and office hours. The manager and their team will empower customers to learn and further adopt the platform using self-service tools and resources. This person is responsible for driving an engagement model that keeps customers involved and engaged with Responsive. With a 1:Many approach, it is imperative that this role builds a robust, value-based set of tech touch experiences where customers want to engage and participate. The Manager of Customer Success - Digital will work with Customer Success Management, Customer Success Operations and Marketing, and other functions across the company as needed.

Essential Functions

• Manage a team of Customer Success Managers - Digital.
• You've led an SMB or volume CSM organization with a pooled, scaled, digital focus and motion
• Experience partnering with CS Ops and working closely with CS automation and tooling
• Manage the overall relationship for customers in the scale cohort with a focus on adoption, satisfaction, and retention
• Oversee daily interactions of the scale cohort to deliver an exceptional, repeatable, customer experience
• Connect with key customer stakeholders on a regular basis, understand their priorities, and help our teams identify where Responsive can enable them to effectively utilize the platform
• Work closely with internal teams (Support, Marketing, Sales, Product, Professional Services, Operations and Customer Education) to align priorities, collaborate on customer needs and opportunities, and deliver early to increase value over time
• Understand and maintain learning  content solutions that tie business needs to successful outcomes for our customers
• Create community posts to showcase customer use cases.

Qualifications

• 5+ years Customer Success Experience in the B2B SaaS space
• 2+ years of scale or digital, customer success management experience
• Community experience preferably with Insided, HigherLogic (Vanilla) or other like platforms
• Possess an active interest in following trends in the proposal space
• Self-directed, action oriented individual with an aptitude and desire to work in fast-paced startup environment
• Excellent written communication and presentation skills
• Excellent interpersonal skills and ability to work effectively with a wide range of individuals and leaders across the organization
• Ability to analyze and solve problems, perform complex tasks and prioritize multiple projects
• Must be an organized individual who is a strong collaborator, who can leverage cross-functional relationships to build and drive success
• Naturally curious, investigative, and expert experimenter
• Demonstrate integrity at every interaction to uphold our valued company culture
• Empathetic to customer concerns and passionate about empowering customers to succeed
• Persist to find the right solution for every customer
• Socially intelligent and able to connect with a diverse audience: senior leaders, middle managers, and individual contributors, both technical and non-technical
• Familiarity with Customer Success or Support positions, with a desire to be in a customer-facing role
• Ability to work effectively on global and virtual teams and accommodate reasonable time differences
• Willing to travel for User Groups/Conferences as required

Additional Information

The compensation range for this role is $135,000-$175,000 On-Target Earnings (base + bonuses), depending on experience and location.

At Responsive, our mission is to establish ourselves as 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, Company Bonus
• 401k with company matching
• Unlimited professional development and ongoing learning through LinkedIn Learning Solutions
• 4 weeks of paid vacation, paid sick days
• 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!