Customer Success Manager Mid Market

About Responsive

About the Role

The Customer Success Manager (CSM) Mid Market is actively involved with and takes ownership of customer relationships, promotes software adoption, addresses customer issues, identifies new business and Professional Services opportunities, and builds and confirms the value of Responsive solutions — including our innovative AI capabilities — on an ongoing basis to secure customer renewal and growth. Customer Success Managers oversee the relationship with Responsive's customers for the duration of their contract(s) and are absolutely customer obsessed.

Customer Success Managers, at all levels, are the primary point-of-contact for our customers. CSMs function as trusted advisors who provide ongoing support and facilitate customer success and user adoption to maximize the value Responsive brings to our customer's business operations. This position advocates the needs of the customer to all internal Responsive teams.

Key Responsibilities

Essential Functions:

• Maintain consistent and consultative interactions with Responsive customers via email, phone, video calls, and where appropriate, in-person meetings to understand customer health and their overall usage, successes, and challenges with the system
• Reduce customer churn by building long term loyalty and trust
• Utilize customer success platform (Gainsight) to monitor platform adoption, keep complete internal records, and maintain open lines of communication with customers
• Manage and negotiate renewal agreements with current customers
• Support customers in understanding and adopting AI features through demonstrations and basic guidance
• Drive overall customer satisfaction with Responsive through strategic action derived from surveys, phone conversations, user input sessions or customer advisory board meetings
• Optimize engagement plans with collaboration from various internal Responsive teams
• Engage customers with the intent to identify additional revenue generating opportunities
• Identify critical topics, plan, and execute ongoing training webinars

Other Duties:

• Facilitate kick off meetings and engage with customers on a regular basis
• Train and provide assistance to customer's administrative staff
• Sell professional services to established clients
• Engage sales team resources to identify additional revenue generating opportunities
• Assist with onboarding of new Customer Success Managers
• Build resources for customers to improve their experience with Responsive
• Other duties as assigned

Qualifications

Experience & Education:

• 1-3+ years of customer success management, sales account management or customer-facing related experience
• 1-3 year experience in a procurement or purchasing department running RFx projects internally a plus
• Experience working with Mid-Market clients, with multiple key account stakeholders
• Experience with customer analytics platforms preferred (ex. Gainsight, ChurnZero)
• Experience with Salesforce and/or Gong is a plus
• Associate or Bachelor's degree preferred

Knowledge & Skills:

• Self-starter with a proven track record of driving customer success in SaaS companies and/or project management and driving adoption of technology within an organization
• Ability to multitask, prioritize, and scale
• Zealous about customer success and driving customer value
• Comfort with technology and curiosity about AI and emerging technologies
• 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
• Flexible, adaptable team player with strong interpersonal skills

What We Offer

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. The compensation range for this role is $80,000-100,000 On-Target Earnings (base + bonuses), depending on experience and location. Our recruiting team will provide details on the applicable range based on your location during the hiring process. Responsive embraces a global flexible workforce model with offices across the USA, India and Europe. For this role, candidates based in Portland, OR, Dallas, TX or Kansas City will be given priority.

In addition to a competitive compensation package, Responsive also offers the following benefits:

🏠  Flexible remote work 

📈 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

❤️ 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!