Customer Success Manager - Digital

About Responsive

Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk and improve employee experiences. Nearly 2,000 customers have standardized on Responsive to respond to RFPs, RFIs, DDQs, ESGs, security questionnaires, ad hoc information requests and more. Responsive is headquartered in Portland, OR, with additional offices in Kansas City, MO and Coimbatore, India. Learn more at responsive.io.

About The Role:

REMOTE IN PORTLAND, OR, or BAY AREA, CA, or DALLAS TX, or KANSAS CITY metropolitan area

As a Digital Customer Success Manager at Responsive, you will be part of our pooled Customer Success team, dedicated to helping a diverse portfolio of 500 SMB customers achieve maximum value from our platform. Rather than managing a specific book of business, you’ll leverage scalable, digital engagement strategies to enhance customer satisfaction, drive adoption, and create an exceptional customer experience from Onboarding through Renewal. You’ll provide expert guidance via our ticketing system (Zendesk), video calls (Zoom), and in collaboration with internal teams like Sales, Support, Professional Services, and our Renewals Team to optimize outcomes, tee-up expansion, and maintain high retention rates. You will also contribute to Responsive’s Community program by fostering engagement, facilitating discussions, and sharing best practices to promote customer success at scale.

Digital CSMs excel through their ability to quickly understand customer goals, delivering tailored best practices, while seamlessly navigating between high-level strategic discussions and deep technical guidance. As subject matter experts, you will collaborate closely with our Digital Program Managers, offering valuable insights to influence the development of new programs that drive success at scale. Your proactive approach, curiosity, and communication skills will help us build lasting relationships and deliver impactful customer experiences.

Essential Functions:

• Execute a scalable, one-to-many engagement strategy to support a diverse portfolio of 500 accounts, driving customer retention, satisfaction, and revenue growth.
• Provide expert, timely guidance to customers through Zendesk, team email alias, and video conferencing (Zoom), offering tailored product support and consultative discussions.
• Utilize our customer success platforms (Gainsight, Salesforce, Zendesk) to monitor platform adoption, keep complete internal records, and maintain open lines of communication with customers.
• Develop plans that ensure that customers are successfully adopting our platform that aligns with their business needs at scale.
• Use customer data in Gainsight CS and PX to help identify trends for common customer challenges and actively suggest ways to address them with scalable engagements, providing insights to cross-functional internal teams.
• Proactively address risk and opportunity alerts, engaging directly with customers or coordinating with internal stakeholders to resolve issues, optimize satisfaction, and enhance retention.
• Partner with the Renewals Team to support at-risk accounts, ensuring customers recognize ongoing value and benefit from Responsive’s solutions.
• Act as a subject matter expert in Responsive’s products, providing guidance on best practices and helping to shape our program as it evolves.

What Else You’ll Be Doing:

• Collaborate with Digital and Community Program Managers to provide feedback and insights that shape the development of new programs designed to drive success at scale.
• Participate in discussions to refine and improve the Customer Success framework, contributing insights and feedback based on customer interactions.
• Engage in continuous learning to stay current with SRM industry trends, evolving customer needs, and the latest Responsive product features.
• Foster engagement within Responsive’s Community program by facilitating discussions, sharing best practices, and promoting knowledge exchange.
• Collaborate with cross-functional teams including Product, Support, Billing, and Finance to ensure seamless, high-quality customer experiences.

Requirements:

Experience:

• 2-3 years of Customer Success Management and/or Account Management experience in a B2B SaaS environment, with a proven track record of maximizing adoption and retention at scale.
• Experience supporting SMB & Mid-Market customers with a high-volume of customer accounts.
• Familiarity with ticketing systems like Zendesk and experience in using data and insights to drive customer engagement.
• Experience with customer experience tools, such as Gainsight PX or similar is a plus.
• Experience working with RFXs or with Proposal Management Teams is a plus
• Experience working remotely with international teams, demonstrating effective collaboration across time zones and cultures.

Knowledge & Skills:

• Excellent written and verbal communication skills, with the ability to build relationships and add value quickly and effectively across a wide range of customers.
• Strong personal time management skills with the ability to multitask and execute on competing priorities within a fast-paced startup environment.
• A high-efficiency and scalable mindset, constantly looking for ways to improve processes and drive greater customer value at scale.
• Strong observational skills to identify patterns and trends in customer interactions, and the ability to translate these into actionable insights for the team.
• Experience working remotely with an international team, demonstrating effective collaboration across time zones and cultures.
• A team-first mentality, with the ability to work collaboratively in a pooled model to support all customers, not just individual accounts.
• Adaptability and comfort with a pooled engagement model that involves short-term customer engagements and temporary assignments, with a focus on the overall success of the team.
• Self-motivated and detail-oriented, with a passion for continuous learning and personal development.

The compensation range for this role is $80,000-$105,000 On-Target Earnings (base bonuses), depending on experience and location.

At Responsive, our mission is to make Responsive one of the best places to work by building trust, respecting personal boundaries, valuing work-life balance, promoting diversity, and inclusiveness, and instilling a true sense of ownership and belonging among every employee that will transcend to delighting customers and creating true market value.

• People feel empowered, supported, and included
• Trust and transparency are built into the way we work
• Creativity, curiosity, and continuous improvement are encouraged and nurtured

US-Based Employees can look forward to the following benefits:

💰 Competitive Compensation, Company Bonus

📈 401k with company contribution

📚 Unlimited professional development and ongoing learning through LinkedIn Learning Solutions

🏝 4 weeks of paid vacation, paid sick days, and paid bereavement

✈ 4 week sabbatical after 5 years of service

🧘‍♀️ Weekly virtual yoga sessions

🍀 Mental Wellness Program (EAP) to support your well-being and self-care

🍹 Team events, such as happy hours, off-sites, and team building events

❤️ Best-in-class health benefits, company paid for employee and company contribution for family coverage

🌍Associates based outside of the US will enjoy similar benefits, comparable and specific to their national standards