Strategic Enterprise CSM — Remote (CST/EST)

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, 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