Team Lead Customer Success - Mid Market

The Team Lead, Customer Success (Mid-Market) supports and elevates the performance of the Mid-Market Customer Success team while managing a reduced portfolio of strategic customers. This role blends hands-on customer management with team leadership—driving adoption, retention, and growth while mentoring CSMs, optimizing processes, and ensuring every customer receives a consistent, high-quality experience.

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.

• Strong leadership and influence skills.

• Exceptional communication and presentation capabilities.

• Highly data-driven with operational rigor.

• Skilled in de-escalation and conflict management.

• Strong prioritization and organizational ability.

• Customer-obsessed mindset with deep empathy.

• Collaborative, adaptable, and proactive problem-solver.

• 3–5+ years in Customer Success or Account Management (SaaS).

• Experience mentoring, coaching, or supporting team members.

• Strong understanding of lifecycle management and renewals.

• Experience with Gainsight, Salesforce; Gong a plus.

• Proven success driving outcomes with Mid-Market customers.

• Bachelor’s degree preferred.

1. Customer Portfolio Management

• Manage a focused book of high-value Mid-Market customers.

• Drive adoption, renewals, and expansion opportunities.

• Monitor customer health via Gainsight and intervene proactively.

• Lead strategic conversations around value realization.

2. Team Leadership & Coaching

• Serve as day-to-day lead for Mid-Market CSMs.

• Coach on engagement strategy, escalations, and commercial skills.

• Assist in onboarding and continuous skill development.

• Drive accountability for KPIs including adoption, NRR, and health.

3. Operational Excellence & Process Leadership

• Ensure consistent use of workflows, playbooks, and methodologies.

• Monitor team usage of tools for data quality and reporting.

• Identify process gaps and optimize operational efficiency.

• Contribute to resource development and internal documentation.

4. Cross-Functional Collaboration

• Act as an escalation point for complex customer situations.

• Partner with Product, Support, PS, and Sales to drive outcomes.

• Identify PS and expansion opportunities.

• Advocate for customer needs and product enhancements.

5. Customer Programs, Insights & Value

• Lead or support customer programs and training sessions.

• Analyze customer data to surface insights and risks.

• Support CSAT/NPS improvement efforts.

• Shape Mid-Market strategy through segment insights.

Responsive embraces a global flexible workforce model with offices in Dallas, TX, Kansas City, MO, Coimbatore, India and Dublin, Ireland. For this role, candidates located in Dallas, TX will be given priority consideration.

In addition to a competitive compensation package, Responsive also offers the following benefits:

📈 401k with company matching

📚 Unlimited professional development and ongoing learning through LinkedIn Learning Solutions

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

✈ 4 week sabbatical after 5 years of service

🍀 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

Our Values:

Delight customers

We’re lucky to partner with the world’s biggest brands and best customers. They all play an integral role in mapping our future. When it comes to listening and solving their biggest challenges, we’re Responsive.

Be agile & nimble

At Responsive, our people, products and processes are constantly evolving. Our simple formula is to be agile and nimble. We’re not afraid to try something new or pivot when we see a better solution.

Get it done

Whether it’s adding a new feature, onboarding a new customer, or crafting a solution that adds extra value — we’re all motivated to get it done. GID is one of our core tenets and impacts everything we do.

Give back time

Efficiency is central to our company spirit, because finding ways to focus on what’s most important is essential to our innovation. We also truly care about what really matters to our customers and teams.

S4

We have a simple saying, “If you see something, you say something (S4).” At Responsive, we celebrate people who are critical, thoughtful thinkers who just want to make things better. Here, your input matters.

At Responsive, our values are the foundation of who we are—and we’re equally committed to cultivating a diverse and inclusive culture that reflects and respects the richness of our global community. We welcome individuals of all backgrounds, including different cultures, ethnicities, ages, races, national origins, genders, sexual orientations, religions, and abilities, to apply for our open roles. If you share our commitment to an inclusive workplace and believe you’d thrive on our team, we’d love to hear from you!