Customer Success Manager, Strategic

Responsive; Texas; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

401k with company matching

Unlimited professional development

4 weeks paid vacation

4 weeks sabbatical after 5 years

Mental Wellness Program

Team events

Best-in-class health benefits

Job summary

Responsive, a market-leading SaaS company, is hiring a Customer Success Manager (CSM) to own strategic enterprise relationships, promote software adoption, address issues, and demonstrate ongoing value across the customer lifecycle. This remote role operates in CST/EST time zones, with Dallas, TX-based candidates given priority.

You will manage renewals, monitor usage with Gainsight, collaborate with sales and services, and drive expansion opportunities while delivering training and guidance to

Qualifications

• 3+ years of customer success management, sales account management or customer-facing related experience.
• Experience with enterprise or complex multi-stakeholder accounts.
• Experience with customer analytics platforms preferred (e.g. Gainsight, ChurnZero).
• Experience with Salesforce and/or Gainsight is a plus.
• Associate or Bachelor’s degree preferred.
• Experience running RFx projects or working in a procurement environment is a plus.

Responsibilities

• Maintain consultative interactions with customers via email, phone, video calls, and in-person meetings to assess health, usage, successes, and challenges.
• Reduce customer churn by building long-term loyalty and trust.
• Use Gainsight to monitor adoption, keep records, and maintain open lines of communication.
• Manage and negotiate renewal agreements with current customers.
• Drive customer satisfaction through surveys, conversations, and advisory board input.
• Collaborate with internal teams to optimize engagement plans.
• Identify opportunities for additional revenue generation.
• Plan and execute ongoing training webinars for customers.

Skills

Customer success

SaaS experience

Project management

Data-driven

Communication

Education

Associate or Bachelor’s degree preferred

Tools

Gainsight

Salesforce

ChurnZero

Job description

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 CST/EST TIMEZONES

The Customer Success Manager (CSM) owns strategic enterprise customer relationships, promotes software adoption, addresses customer issues, identifies new business and Professional Services opportunities, and builds the value of Responsive solutions across the customer lifecycle.

Customer Success Managers at all levels are the primary point-of-contact for our customers. CSMs function as trusted advisors who provide ongoing support, facilitate user adoption, and advocate for customer needs across internal teams.

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 the 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
• 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 strategic consultancy to the customer’s administrative staff
• Sell professional services to further establish clients within their core use cases
• Engage sales team resources to identify additional revenue-generating opportunities
• Assist with the onboarding of new Customer Success Managers
• Build resources for customers to improve their experience with Responsive
• Other duties as assigned

Qualifications

• 3+ years of customer success management, sales account management or customer-facing related experience
• Experience working with enterprise or complex multi-stakeholder accounts
• Experience with customer analytics platforms preferred (ex. Gainsight, ChurnZero)
• Experience with Salesforce and/or Gainsight is a plus
• Associate or Bachelor’s degree preferred
• Experience running RFx projects or working in a procurement environment is a plus

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
• 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
• Travel 10%

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 $90,000–$120,000. 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:

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!