Sr. Customer Success Mananger

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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 , 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

Other Duties:

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

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

3-5 years of customer success management, sales account management or other customer-facing related…