About Responsive

About the Role

REMOTE IN DALLAS, TX, PORTLAND, OR, or KANSAS CITY metropolitan area

As the Digital Customer Success Program Specialist, you will support the daily operations, execution, and leadership of our Digital Customer Success Programs. This role will be hands-on involvement in mapping the customer journey, digital program design, implementation, and iteration of our Digital Customer Success Programs. You’ll collaborate with the Manager of the Pooled CSM team, CS Ops, Customer Community Specialist, and Customer Marketing to ensure you are aligned, productive, and delivering high-quality digital CS programs at scale.

Reporting to the Director of Customer Success, Scale, you will serve as the primary contact to execute CS Digital Programs, ensuring Responsive’s customers feel informed, supported, and connected.

Essential Functions

Program Execution & Collaboration:

• Translate strategic vision and direction from the Director of Customer Success, Scale into actionable workstreams.

• Establish and track project timelines, milestones, and deliverables.

• Stay hands-on with program strategy and execution — including Gainsight JO setup, in-app PX programming, Community, and other digital CS workflows.

• Review, test, and refine work for quality and alignment.

• Collaborate with cross-functional partners (e.g., CS Ops, Academy, Marketing, Product, Support) to support timely execution and effective scaling.

Reporting & Communication:

• Own reporting on deliverables and program outcomes to ensure visibility into digital programs, engagement impact, and digital CS effectiveness.

• Maintain clear documentation of initiatives and ensure regular communication with the Director of Customer Success, Scale.

• Help streamline stakeholder communications and reduce information silos.

Qualifications

• 5-8 years progressive experience in program/project management, process improvement, or a related field (Customer Success or Operations roles within a SaaS environment).

• Demonstrated experience mapping the customer journey, executing from design to launch scalable digital programs to support SMB & Mid-Market customers and the Scaled CSM team with a high volume of customer accounts. 

• Experience working across time zones in a remote or hybrid team model.

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

• Experience in visually and verbally demonstrating performance metrics, complex ideas, workflows, and reporting.

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

Knowledge & Skills

• Strong understanding of project management methodologies (PMP Certification or similar is a plus), operational processes, and optimization techniques.

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

• Strong understanding of customer journey mapping, digital engagement strategies, lifecycle programming, and customer enablement.

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

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

• A proactive, self-directed approach to solving problems and driving forward execution.

• Excellent interpersonal and leadership communication skills, with the ability to motivate others and foster a collaborative, feedback-rich culture.

Additional Information

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. For this position, the base salary range is $110,000–$130,000. 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!