Customer Success Manager

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

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.

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.

Education

• Bachelor’s degree preferred.

Experience

• 3-5 years of CSM, sales account management or customer-facing related experience.
• Experience with customer analytics platforms preferred.

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.