Manager of Customer Success- Strategic

About ResponsiveResponsive, formerly RFPIO, is the market leader in an emerging new category of SaaS solutions called Strategic Response Management. Responsive customers including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom are using Responsive to manage business critical responses to RFPs, RFIs, RFQs, security questionnaires, due diligence questionnaires and other requests for information. Responsive has nearly 2,000 customers of all sizes and has been voted “best in class” by G2 for 13 quarters straight. It also has more than 35% of the cloud SaaS leaders as customers, as well as more than 15 of the Fortune 100. Customers have used Responsive to close more than $300B in transactions to-date.About the RoleREMOTE/HYBRID from Portland, OR; Boston, MA; Dallas, TX; Kansas City Metro; SF Bay AreaAt Responsive, the Manager, Customer Success (Strategic Accounts) is an integral part of the leadership team on our Customer Success team. This role is responsible for managing the Strategic Customer Success Management team for the company and represents the Strategic team and clients in procuring support and resources as well as future planning for the department.As the leader of the Strategic CSM team, who owns the recurring relationships with Responsive’s top-tier clients, this role serves a critical function in revenue and logo retention and expansion for the company. An effective Manager, Customer Success (Strategic Accounts) will understand the company’s vision and goals and will maintain current knowledge of the company’s market and target audience in order to lead, train, coach, and inspire members of their team.Essential FunctionsLead a team of experienced Customer Success Managers and Sr Customer Success Managers (CSMs) who manage our high-touch, Strategic customer segment at ResponsiveFocus on improving the overall adoption, value story and outcomes for customersHire, coach and mentor a stellar team by providing feedback, coaching and guidance according to individual’s strengths and areas of improvementEffectively remove roadblocks and ensure all actions drive toward the most important goals and KPIs of our businessServe as a champion to secure resources for their team as needed, including knowledge, training, prioritization, escalation, etc.Identify needs for and help build playbooks to proactively address risks and opportunities for adoption and engagement across the client baseSupport the Strategic CSMs with planning and delivering executive business reviews (EBRs) and with business value mapping conversationsFoster a collaborative cross-functional environment among Customer Success and internal teams, paving the way for their team to do the sameSupport CSMs on building internal account plans alongside Account Managers, Directors, Vice President of Customer Success, and other internal teams to identify opportunities to increase customer valuePartner with our Sales team to support with pre-sales activities for high potential customersParticipate and lead key items on our weekly, monthly and quarterly business reviews with cross-functional partners in the business to highlight risk, opportunities and progress around key initiatives on our Customer Success roadmapPartner with internal teams to develop and continually refine a detailed roadmap that helps define the customer journey and planned achievement of milestones and business goalsMonitor overall customer health across the Strategic customer portfolio to ensure the customer success team achieves goals as defined by senior Customer Success leadershipBuild ongoing strategic relationships with senior business and technology contacts within customers, helping them to realize the full value of their Responsive solutionUse data to actively drive decision making for the Strategic CSM team and to influence plans across the organizationOther DutiesProactively track key metrics within Responsive’s tracking tools to improve customer retentionCollaborate with Account Management in nurturing a renewal strategy to ensure customer is prepared and satisfied to renew on scheduleCollaborate with Account Management teams to identify upsell and cross sell opportunities and advise customers on how to augment their use of Responsive to other areas of the businessCollaborate with internal teams to improve technology integrations to ensure the Customer Success Team has all the renewal, customer feedback, tickets, notes, and other data neededOther duties as assignedQualificationsExperience:Minimum 10 years experience managing Customer Success teams between 6-10 employees, preferably Strategic or high ARR accounts5+ years of experience with post-implementation stakeholder management at high-growth SaaS technology companies2+ years experience managing remote employees across different time zonesExperience managing multiple, simultaneous customer accounts and deadlinesExperience engaging executives and process leaders on business and technology tacticsExperience and familiarity with CSAT, NPS, NRR, GRR and other Customer Success related measurementsExperience with Gainsight preferredBachelor’s degree preferredKnowledge & Skills:Strong software implementation project management skillsPassion for helping customersMotivated, resourceful, and adaptable with a positive outlookAbility to effectively worked with diverse, global peers and customer baseGenuine interest in coaching and development of individuals and teamDesire to meet and exceed measurable performance goalsAbility to prioritize tasks and manage time effectively and help others to do soStrong problem-solving skillsExcellent organizational and time management skillsExcellent written and verbal communication skills, including giving presentationsComfortable in all standard business applications, including Google’s G Suite, Microsoft Office, and SlackAdditional InformationThe compensation range for this role is $135,000-$175,000 On-Target Earnings (base + bonuses), depending on experience and location.At Responsive, our mission is to establish ourselves as 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 includedTrust and transparency are built into the way we workCreativity, curiosity, and continuous improvement are encouraged and nurturedUS-Based Employees can look forward to the following benefits:Competitive Compensation, Company Bonus401k with company matchingUnlimited professional development and ongoing learning through LinkedIn Learning Solutions4 weeks of paid vacation, paid sick days4 week sabbatical after 5 years of serviceWeekly virtual yoga sessionsMental Wellness Program (EAP) to support your well-being and self-careTeam events, such as happy hours, off-sites, and team building eventsBest-in-class health benefits, company paid for employee and company contribution for family coverageAssociates based outside of the US will enjoy similar benefits, comparable and specific to their national standardsResponsive is committed to building and fostering a diverse and inclusive culture that we can all be proud of. We encourage people of all cultures, ethnicities, ages, backgrounds, races, national origins, genders, sexual orientations, religions, and abilities to apply for our open positions. If you are also committed to this kind of culture and see yourself joining our team, please apply - we look forward to learning more about you!

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