Customer Success Manager, Strategic

About Responsive

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 – Healthcare & Life Sciences is a critical role in our organization, owning relationships with Responsive’s clients in healthcare, insurance, pharmaceutical, biotechnology, and medical device sectors to build trust, demonstrate value, and ensure that our platform enables organizations to:

• Partner with proposal, compliance, and commercial leaders to streamline RFP and questionnaire processes using Responsive automation and AI for faster cycle times.

• Map customer workflows and implement optimized templates, tagging, and content governance to reduce manual effort and ensure regulatory compliance.

• Drive adoption of automation and collaboration tools that expand team capacity and throughput without increasing headcount.

• Use data and analytics to quantify efficiency gains, cost savings, and productivity improvements, presenting clear ROI in business reviews.

• Align content and process strategy with revenue outcomes by identifying content that drives higher win rates and faster deal progression.

• Consolidate fragmented tools and repositories into a single governed knowledge hub, improving data accuracy and compliance confidence.

• Lead enablement on AI search, library management, and governance workflows to relieve SMEs and enhance access to validated answers.

• Serve as a strategic advisor to senior stakeholders, connecting Responsive’s platform adoption to measurable business outcomes across speed, efficiency, and quality.

As the primary point of contact for our customers, the Strategic CSM must navigate the complexities of healthcare providers, payers, pharmaceutical manufacturers, biotech innovators, and medical device companies. They will bring a strong understanding of healthcare operations, clinical trial processes, regulatory requirements, and commercialization needs, ensuring Responsive is seen as a trusted partner across the client lifecycle.

Essential Functions

• Manage customer expectations properly through consistent and cross-functional collaboration with Sales, Product, and Professional Services.

• Identify key customers to visit in-person to deepen relationships

• Identify and attend industry events to deepen understanding of industry and meet with customers in attendance

• Maintain impeccable documentation of account details and activities, monitoring customer health, adoption, and utilization, with a focus on compliance, clinical, and regulatory workflows.

• Identify risk of churn or downgrade early, run structured discovery, and work cross-functionally to mitigate.

• Own the full renewal process, ensuring contract alignment with evolving client needs, especially regarding regulatory or market access changes.

• Seek out and develop opportunities for expansion through add-on features (e.g., ESG modules, integrations with regulatory tools, or automation of submission/reporting processes).

• Manage escalations effectively, facilitating communication among key stakeholders within client organizations and internally.

• Support multiple complex projects simultaneously, often involving cross-border R&D teams, clinical operations, and regulatory stakeholders.

• Deliver executive-level communications, including business reviews tailored for senior leaders in R&D, compliance, medical affairs, and commercial functions.

• Develop mutual success plans in partnership with clients, aligning Responsive’s platform with regulatory, patient engagement, and operational efficiency goals.

Knowledge & Skills

• Deep understanding of healthcare and life sciences workflows, including compliance, regulatory submissions, clinical trial management, and commercialization processes.

• Account mapping and stakeholder engagement across R&D, regulatory, compliance, operations, IT, and commercial leaders.

• Strong organizational skills with the ability to manage competing priorities.

• Highly data-driven, with a commitment to reporting on adoption, utilization, and value creation.

• Executive presence and communication skills, capable of leading QBRs/EBRs with senior healthcare and life sciences executives.

• Collaborative team player, adaptable to evolving customer and regulatory requirements.

Qualifications

• 8+ years’ experience within customer success, account management, or relationship management in B2B SaaS, with healthcare or life sciences industry expertise strongly preferred.

• Track record of managing relationships with strategic clients (Fortune 250 healthcare companies, pharmaceutical firms, biotech, or equivalent), driving adoption and growth.

• Experience supporting RFX, regulatory submissions, or compliance reporting in regulated environments highly desired.

• Proven ability to own customer relationships and meet renewal/growth targets.

• Familiarity with customer analytics platforms, Gainsight preferred.

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 $110,000-$140,000. 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!