Customer Success Manager - Enterprise

About the Role

The Customer Success Manager (CSM) is actively involved with customers to build relationships, promote software adoption, address Customer issues, identify new business opportunities, negotiate terms for Professional Services, and for the ongoing promotion of the value of Responsive solutions. Customer Success Managers oversee the relationship with Responsive’s customers for the duration of their contract(s).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.

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.

Knowledge, Skills & Ability

  • 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 multi-task, 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.

Education

  • Bachelor’s degree preferred.

Essential Responsibilities

  • Manage customer expectations properly in all areas.
  • Maintain impeccable documentation of account details and activities.
  • Monitor customer health, adoption, utilization, customer sentiment and other metrics across products and verticals, and throughout the customers’ journey.
  • Build and maintain success plans with verifiable business outcomes for customers.
  • Identify any risk of churn or downgrade early, run proper discovery, and work cross-functionally to mitigate.
  • Understand and own the full contract renewal process and all associated facets
  • Seek out, identify, and develop interest in opportunities to expand through add-on features and paid Professional Services.
  • Manage customer issue escalations, facilitate communication among applicable internal and external stakeholders and provide ongoing support until issues are resolved.
  • Demonstrate exemplary communication skills in written, verbal, and presentation formats, as well as polished and professional executive presence.
  • Set a standard of excellence in customer care and set an example for the other Customer Success team members.
  • Continuously develop your professional growth and learning within the role and contribute to coaching and further education of others in the Customer Success department.
  • Other duties as assigned.

Experience

  • 3-5 years of CSM experience
  • Overall 5 to 6 years of experience
  • Experience with customer analytics platforms preferred.