Customer Success Manager

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.

The Customer Success Manager (CSM) is actively involved with and takes ownership of customer relationships, promotes software adoption, addresses customer issues, identifies new business and Professional Services opportunities, and builds and confirms the value of Responsive solutions on an ongoing basis to secure customer renewal and growth. Customer Success Managers oversee the relationship with Responsive’s customers for the duration of their contract(s) and are absolutely customer obsessed.

Customer Success Managers, at all levels, are the primary point-of-contact for our customers. CSMs function as trusted advisors who provide ongoing support and facilitate customer success and user adoption to maximize the value Responsive brings to our customer’s business operations. This position advocates the needs of the customer to all internal Responsive teams.

• 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
• 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

• 1-3+ years of customer success management, sales account management or customer-facing related experience
• 1-3 years of experience in a procurement or purchasing department running RFx projects internally is a plus
• Experience working with Mid-Market clients, with multiple key account stakeholders
• Experience with customer analytics platforms preferred (ex. Gainsight, Churn Zero)
• Experience with Salesforce and/or Gong is a plus
• Associate or Bachelor’s degree preferred

• 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

Responsive…