Customer Success Manager

Responsive is a market leader in Strategic Response Management SaaS solutions, serving over 2,000 customers including major companies like Google and Microsoft. The Customer Success Manager (CSM) is responsible for managing customer relationships, promoting software adoption, and driving overall customer satisfaction to secure renewals and growth.ResponsibilitiesMaintain 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 systemReduce customer churn by building long-term loyalty and trustUtilize the customer success platform (Gainsight) to monitor platform adoption, keep complete internal records, and maintain open lines of communication with customersManage and negotiate renewal agreements with current customersDrive overall customer satisfaction with Responsive through strategic action derived from surveys, phone conversations, user input sessions or customer advisory board meetingsOptimize engagement plans with collaboration from various internal Responsive teamsEngage customers with the intent to identify additional revenue-generating opportunitiesIdentify critical topics, plan, and execute ongoing training webinarsFacilitate kick-off meetings and engage with customers on a regular basisTrain and provide strategic consultancy to the customer’s administrative staffSell professional services to further establish clients within their core use casesEngage sales team resources to identify additional revenue-generating opportunitiesAssist with the onboarding of new Customer Success ManagersBuild resources for customers to improve their experience with ResponsiveOther duties as assignedSkills1-3+ years of customer success management, sales account management or customer-facing related experienceSelf-starter with a proven track record of driving customer success in SaaS companies and/or project management and driving adoption of technology within an organizationAbility to multitask, prioritize, and scaleZealous about customer success and driving customer valueHighly data-driven with a commitment to reporting on customer usage, adoption, support tickets, testimonials, and product feedbackStrong presentation, excellent verbal and written communication skillsFlexible, adaptable team player with strong interpersonal skills1-3 years of experience in a procurement or purchasing department running RFx projects internallyExperience working with Mid-Market clients, with multiple key account stakeholdersExperience with customer analytics platforms preferred (ex. Gainsight, ChurnZero)Experience with Salesforce and/or GongAssociate or Bachelor's degreeBenefits401k with company matchingUnlimited professional development and ongoing learning through LinkedIn Learning Solutions4 weeks of paid vacation, paid sick days, dedicated paid COVID days, and paid bereavement4 week sabbatical after 5 years of serviceMental Wellness Program (EAP) to support your well-being and self-careTeam events, such as happy hours, off-sites, and team building eventsBest-in-class health benefits, company paid for employee and company contribution for family coverageCompany OverviewResponsive (formerly RFPIO) is the leader in response management software, transforming how organizations share and exchange information. It was founded in 2016, and is headquartered in Beaverton, Oregon, USA, with a workforce of 501-1000 employees. Its website is https://www.responsive.io/.



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