Customer Success Manager, Strategic

About Responsive

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.

Remote in CST/EST time zones.

Customer Success enables customers to achieve their business outcomes by serving as trusted advisors focused on increasing adoption, reducing risk, and preventing churn. The Customer Success Manager (CSM), Strategic – Asset Management is a critical role in our organization, owning relationships with Responsive’s clients in Asset Management to build trust, demonstrate value, and ensure that our platform enables firms to:

• Partner with proposal, compliance, and distribution leaders to streamline RFP, DDQ, and investor questionnaire processes using Responsive automation and AI to accelerate cycle times and improve accuracy.
• Map end-to-end workflows across consultant relations, product, and compliance teams to implement optimized templates, tagging, and governance that reduce manual effort while meeting regulatory standards.
• Drive adoption of automation and collaboration tools that expand proposal and investor relations team capacity, enabling greater throughput without increasing headcount.
• Leverage analytics to quantify efficiency gains and cost savings, demonstrating measurable ROI through reduced hours, faster submissions, and accelerated revenue capture.
• Unify fragmented repositories into a single governed knowledge hub to strengthen data accuracy, version control, and audit readiness across the organization.
• Lead enablement on AI search, library management, and governance workflows to relieve SMEs and enhance access to validated answers.
• Act as a strategic advisor to senior stakeholders, connecting Responsive’s adoption to tangible business outcomes in speed, operational efficiency, and investor confidence.

• Manage customer expectations properly through consistent and cross‑functional collaboration with Sales, Product, and Professional Services.
• Identify key customers to visit in‑person to deepen relationships.
• Identify and attend industry events to deepen understanding of industry and meet with customers in attendance.
• Maintain impeccable documentation of account details and activities, monitoring customer health, adoption, and utilization, with a focus on compliance and reporting workflows common in asset management.
• Identify risk of churn or downgrade early, run structured discovery, and work cross‑functionally to mitigate.
• Own the full renewal process, ensuring contract alignment with evolving client needs, especially regarding regulatory changes or institutional reporting.
• Seek out and develop opportunities expansion through add‑on features (e.g. integrations with compliance tools or reporting automation).
• Manage escalations effectively, facilitating communication among key stakeholders within client organizations and internally.
• Support multiple complex projects simultaneously.
• Deliver executive‑level communications, including business reviews tailored for senior leaders within Responsive and the Customer.
• Develop mutual success plans in partnership with clients, aligning Responsive’s platform with regulatory, client service, and operational efficiency goals.

• Deep understanding of asset management workflows, including compliance, due diligence, client reporting, and institutional sales processes, as well as governance needs.
• Account mapping and stakeholder engagement across investment, compliance, operations, technology, and family office executives.
• Strong organizational skills with the ability to…