Director - Customer Success

About Responsive

About the Role

We’re looking for a proven Customer Success leader to oversee our Enterprise segment, focused on accounts with significant opportunity for growth. This leader will drive both retention and expansion, ensuring customers achieve measurable outcomes while generating a healthy pipeline to generate account growth.

The Director will bring a balance of customer advocacy, commercial acumen, and operational discipline. You’ll lead Enterprise CSMs to execute on the fundamentals of Customer Success — adoption, executive alignment, value realization, renewals, and advocacy — while instilling a growth mindset that identifies and qualifies expansion opportunities. Success in this role means delivering durable retention, measurable customer outcomes, and account growth.

You’ll empower Customer Success Managers to act as growth partners for their customers, creating the structure, coaching, and accountability systems to ensure your teams both protect revenue and fuel expansion.

Essential Functions

Drive Customer Outcomes & Retention

• Build and execute strategies that ensure enterprise customers adopt, realize value and achieve their desired outcomes.

• Own retention results, ensuring renewal readiness through proactive risk management and executive alignment.

• Champion the customer voice internally, influencing product strategy and go-to-market priorities.

Lead & Elevate a High-Performing Team

• Inspire and develop a team of Enterprise CSMs with the mindset and skills to both protect revenue and drive pipeline.

• Build a culture of accountability and excellence where CS fundamentals are non-negotiable and growth-oriented behaviors are rewarded.

• Invest in coaching, playbooks, and enablement that sharpen both CS and commercial capabilities.
  
  

Accelerate Growth Through Sales Alignment

• Partner closely with Client Sales to build seamless handshakes, aligned targets, and joint account strategies.

• Ensure CSMs are skilled in surfacing opportunities, qualifying them effectively, and creating high-quality CSQLs.

• Act as a bridge between Customer Success and Sales, modeling a collaborative, enterprise-wide approach to growth.

Knowledge & Skills

• Play a pivotal role in shaping how we retain and grow our enterprise customer base during a period of accelerated growth.

• Lead a team central to the company’s revenue engine, where Customer Success and Sales are tightly aligned.

• Operate in a values-driven culture that prizes ambition, collaboration, and customer impact.

• Leave your mark on how an industry-leading SaaS company defines the future of Enterprise Customer Success.

Qualifications

• Leadership Depth: 8–10+ years in Customer Success or related fields, with a track record of building and leading enterprise-facing teams in SaaS.

• Commercial Mindset: Experience working in or alongside sales environments, with fluency in pipeline generation, forecasting, and revenue motions.

• Customer-Centricity: Deep empathy for relationship-oriented enterprise customers and a commitment to driving measurable outcomes and advocacy.

• Operational Excellence: Proven ability to build programs, measure impact through metrics, and collaborate with cross-functional teams

• Executive Presence: Strong communicator and influencer capable of engaging C-level executives internally and with customers.

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 $150,000–$200,000. 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!