Senior CSM: SaaS Growth & Renewals Leader

Responsive; United States; Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

401k

Professional development

Paid vacation

Sabbatical after 5 years

Mental Wellness Program

Team events

Health benefits

Job summary

Responsive is a market-leading SaaS company delivering Strategic Response Management solutions to global brands. The Customer Success Manager will own customer relationships, promote software adoption, and drive renewals and growth across mid‑market and enterprise accounts.

The role emphasizes data‑driven decision making, stakeholder management, and proactive engagement to maximize value and retention. A competitive compensation package accompanies a flexible, modern work environment.

Qualifications

• 3–5 years in customer success or related roles.
• Experience with mid‑market clients and multiple stakeholders.
• Familiarity with customer analytics platforms (Gainsight, ChurnZero) and CRM tools.
• Associate or Bachelor’s degree preferred.

Responsibilities

• Maintain consultative interactions with customers via email, phone, video, and in person when appropriate.
• Reduce churn by building long‑term loyalty and trust.
• Negotiate renewals and manage expansions to maximize value.
• Collaborate with internal teams to optimize engagement plans and outcomes.
• Identify revenue opportunities and drive adoption of services.

Skills

Customer success

SaaS experience

Communication

Data-driven

Project management

Relationship

Education

Bachelor’s degree preferred

Tools

Gainsight

Salesforce

ChurnZero

Job description

Responsive is a market-leading SaaS company delivering Strategic Response Management solutions to global brands. The Customer Success Manager will own customer relationships, promote software adoption, and drive renewals and growth across mid‑market and enterprise accounts.

The role emphasizes data‑driven decision making, stakeholder management, and proactive engagement to maximize value and retention. A competitive compensation package accompanies a flexible, modern work environment.