About the job
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; DALLAS TX
Customer Success enables customers to achieve their business outcomes by serving as trusted advisors focused on increasing adoption and preventing churn. The Customer Success Manager (CSM) is a critical role in our organization, owning the relationships with Responsive’s mid-market customers to build trust, demonstrate value, and ensure that our platform helps our customers grow revenue, reduce risk, and streamline their internal processes throughout their lifecycle, leading to retention and growth of their portfolio.
As the primary point of contact to our customers and the face of Responsive, a CSM must navigate a diverse range of customer organizations with agility to provide world-class ongoing support to a book of business that includes multiple verticals and industries. They will have a strong understanding of customers’ businesses, goals, and challenges and facilitate ongoing conversations to strategically increase adoption and optimization as well as advocate for the customer to cross functional Responsive teams.
Essential Functions:
- 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.
- Identify any risk of churn or downgrade early, run proper discovery, and work cross-functionally to mitigate.
- 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.
Requirements:
Experience:
- 3-5 years of customer success management, sales account management or other customer-facing related experience in B2B SaaS organizations
- Track record of success in working with mid-market accounts
- Proven success owning customer relationships and reaching targets for renewal and growth
- Experience with customer analytics platform, Gainsight preferred
- Experience working with RFXs or with Proposal Management Teams is a plus
Knowledge & Skills:
- Self-starter with a proven track record of driving customer success in SaaS companies and driving adoption of technology within an organization
- Account mapping skills in order to get to, and stay with, high-level stakeholders
- Highly organized with ability to multitask, 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
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