Enterprise Customer Success Manager

Responsive, Inc.; United States; Remote; USD 105,000 - 125,000; Full time

Job summary

A leading company in SaaS solutions seeks a Customer Success Manager to enhance customer relationships and drive adoption. This remote role involves managing enterprise accounts, ensuring customer satisfaction, and collaborating with internal teams to optimize service delivery. The ideal candidate will have 3-5 years of experience in customer success or account management within B2B SaaS, demonstrating strong communication and organizational skills.

Benefits

401k with company matching

Unlimited professional development

4 weeks paid vacation

Mental Wellness Program

Best-in-class health benefits

Qualifications

• 3-5 years of experience in customer success management or related roles.
• Proven success in managing enterprise level accounts.

Responsibilities

• Manage customer expectations and maintain documentation.
• Identify risks of churn and manage contract renewals.
• Facilitate communication among stakeholders for issue resolution.

Skills

Customer Success

Communication

Organization

Data-driven

Presentation

Tools

Gainsight

Job description

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Responsive, formerly RFPIO, is the market leader in an emerging new category of SaaS solutions called Strategic Response Management. Responsive customers including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom are using Responsive to manage business critical responses to RFPs, RFIs, RFQs, security questionnaires, due diligence questionnaires and other requests for information. Responsive has nearly 2,000 customers of all sizes and has been voted “best in class” by G2 for 13 quarters straight. It also has more than 35% of the cloud SaaS leaders as customers, as well as more than 15 of the Fortune 100. Customers have used Responsive to close more than $300B in transactions to-date.

About the Role

REMOTE IN CST/EST TIMEZONES

Customer Success enables customers to achieve their business outcomes by serving as trusted advisors focused on increasing adoption and preventing churn. The Customer Success Manager (CSM) is a critical role in our organization, owning the relationships with Responsive’s Enterprise customers to build trust, demonstrate value, and ensure that our platform helps our customers grow revenue, reduce risk, and streamline their internal processes throughout their lifecycle, leading to retention and growth of their portfolio.

As the primary point of contact to our customers and the face of Responsive, a CSM must navigate a diverse range of customer organizations with agility to provide world-class ongoing support to a book of business that includes multiple verticals and industries. They will have a strong understanding of customers’ businesses, goals, and challenges and facilitate ongoing conversations to strategically increase adoption and optimization as well as advocate for the customer to cross functional Responsive teams.

Essential Functions

• Manage customer expectations properly in all areas.
• Maintain impeccable documentation of account details and activities. Monitor customer health, adoption, utilization, customer sentiment and other metrics across products and verticals, and throughout the customers’ journey.
• Build and maintain success plans with verifiable business outcomes for customers.
• Identify any risk of churn or downgrade early, run proper discovery, and work cross-functionally to mitigate.
• Understand and own the full contract renewal process and all associated facets
• Seek out, identify, and develop interest in opportunities to expand through add-on features and paid Professional Services.
• Manage customer issue escalations, facilitate communication among applicable internal and external stakeholders and provide ongoing support until issues are resolved.
• Demonstrate exemplary communication skills in written, verbal, and presentation formats, as well as polished and professional executive presence.
• Set a standard of excellence in customer care and set an example for the other Customer Success team members.
• Continuously develop your professional growth and learning within the role and contribute to coaching and further education of others in the Customer Success department.

Requirements

Experience:

• 3-5 years of customer success management, sales account management or other customer-facing related experience in B2B SaaS organizations
• Track record of success in working with enterprise level accounts
• Proven success owning customer relationships and reaching targets for renewal and growth
• Experience with customer analytics platform, Gainsight preferred
• Experience working with RFXs or with Proposal Management Teams is a plus

Knowledge & Skills:

• Self-starter with a proven track record of driving customer success in SaaS companies and driving adoption of technology within an organization
• Account mapping skills in order to get to, and stay with, high-level stakeholders
• Highly organized with 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

Additional Information

Compensation range for this role is $105,000-$125,000 on-target earnings (base + bonuses), depending on experience and location

US-Based Employees can look forward to 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

Associates based outside of the US will enjoy similar benefits, comparable and specific to their national standards

Responsive is committed to building and fostering a diverse and inclusive culture that we can all be proud of. We encourage people of all cultures, ethnicities, ages, backgrounds, races, national origins, genders, sexual orientations, religions, and abilities to apply for our open positions. If you are also committed to this kind of culture and see yourself joining our team, please apply - we look forward to learning more about you!