Customer Success Manager - Enterprise

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.

Tolearn more , visitresponsive.io .

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.

Manage customer expectations properly in all areas.

Maintain impeccable documentation of account details and activities. Monitor customer health, adoption, utilisation, customer sentiment and other metrics across products and verticals, and throughout the customer’s 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.

Self‑starter with a proven track record of driving customer success in SaaS companies and driving adoption of technology within an organisation.

Account mapping skills in order to get to, and stay with, high‑level stakeholders.

Highly organised with ability to multitask, prioritise, 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.

• 3‑5 years of customer success management, sales account management or other customer‑facing related experience in B2B SaaS organisations

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.

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–$100,000. 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…