Manager, Customer Success - SMB & Digital Programs

About Responsive

Responsive, formerly RFPIO, is the market leader in a growing category of SaaS solutions called Strategic Response Management. More than 2,000 customers, including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom, are using the Responsive platform to manage business critical responses – including bids, questionnaires, assessments, and trust centers – that impact nearly half of a company’s revenue. More than 35% of cloud SaaS leaders and more than 20 of the Fortune 100 standardize on Responsive, and the company has been voted “best in class” by G2 for 24 quarters straight. Customers have used Responsive to close more than $750B in transactions to-date. To learn more, visit responsive.io.

About the Role

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

This is a unique and high-impact opportunity to shape how Responsive engages and supports its entire customer base through digital and scaled programs. In this role, you’ll lead the charge in designing and delivering innovative, outcome-driven customer experiences that make an immediate and lasting impact across all customer segments—from SMB to Enterprise.

As the Manager of Customer Success for SMB, Issuing, and Digital Programs, you will oversee a team dedicated to our SMB customers in a pooled model, issuing customers, as well as Digital Program Managers responsible for building scalable programs that reach customers across all segments. In addition, you’ll lead the Customer Community Manager, driving engagement and knowledge-sharing through our broader customer ecosystem.

You’ll partner closely with CS Operations, Product Marketing, and Academy teams to define and execute a comprehensive customer orchestration strategy tailored to key moments in the post-sale journey. Through an omnichannel, one-to-many approach—including shared inbox communications, short-form videos, Q&A sessions, and community engagement, your team will empower customers to adopt, expand, and realize ongoing value from the Responsive platform.

Success in this role requires an innovative program builder who is deeply passionate about the digital customer experience, excels at cross-functional collaboration, and thrives in driving measurable outcomes. You’ll play a critical role in crafting tech-touch experiences and digital motions that are not only scalable but genuinely valued by customers—ensuring they feel informed, supported, and engaged at every stage.

Essential Functions

• Lead a team of SMB Customer Success Managers supporting customers in a pooled, scaled model, as well as CSMs dedicated to customers using Responsive’s Issuing product. You will also oversee the Digital Program Managers and Customer Community Manager roles - we are actively hiring for these key positions that will further shape our scaled customer experience strategy.

• Partner closely with CS Operations to design, optimize, and execute automated customer journeys and tech-touch programs using platforms such as Gainsight.

• Own the overall relationship strategy for customers in the pooled cohort, driving adoption, value realization, and retention through proactive, repeatable engagement strategies.

• Oversee daily customer interactions across the pooled book of business, ensuring delivery of a consistent, high-quality, and impactful customer experience at scale.

• Build and maintain meaningful connections with key customer stakeholders to understand their evolving priorities, helping the team uncover opportunities where Responsive can drive platform value and business outcomes.

• Collaborate cross-functionally with teams across Support, Marketing, Sales, Product, Professional Services, Operations, and Customer Education to align on customer needs, prioritize opportunities, and accelerate customer success and satisfaction.

• Drive engagement in Responsive’s Customer Community by curating and sharing customer stories, best practices, and innovative use cases to inspire peer learning and broader adoption.

Requirements

• 5+ years Customer Success Experience in the B2B SaaS space, including direct ownership of customer relationships within pooled, scaled, or high-volume customer models.

• 3+ years leading or designing digital-first, tech-touch, or scaled Customer Success programs, with proven success

• Experience managing teams supporting SMB and/or volume-based customer segments, with a demonstrated ability to balance high-touch and digital/tech-touch motions across a diverse customer base.

• Experience overseeing or working closely with Customer Community platforms (such as Insided, HigherLogic, or Vanilla), with the ability to guide community engagement strategy and drive customer-led value.

Knowledge & Skills

• Self-directed, action-oriented individual with an aptitude and desire to work in a fast-paced startup environment

• Excellent written communication and presentation skills

• Exceptional interpersonal skills with the ability to work effectively across teams, levels, and regions, including global, virtual, and cross-cultural environments.

• Ability to analyze and solve problems, perform complex tasks and prioritize multiple projects

• Highly organized, self-directed, and action-oriented, with a strong sense of ownership and the ability to manage multiple priorities in a fast-paced, evolving environment.

• Naturally curious, innovative, and experimental, with a continuous improvement mindset and a desire to test, learn, and optimize customer engagement strategies.

• Demonstrate integrity at every interaction to uphold our valued company culture

• Travel for User Groups/Conferences if requested

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 $115,000 - $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!