Customer Success Manager- Mid Market

About the CompanyResponsive (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 RoleREMOTE IN PORTLAND OR; DALLAS TX; BOSTON, MA; KANSAS CITY MO; WASHINGTON DC METRO; SF BAY AREACustomer 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.ResponsibilitiesManage 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.QualificationsExperience:3-5 years of customer success management, sales account management or other customer-facing related experience in B2B SaaS organizationsTrack record of success in working with mid-market accountsProven success owning customer relationships and reaching targets for renewal and growthExperience with customer analytics platform, Gainsight preferredExperience working with RFXs or with Proposal Management Teams is a plusKnowledge & Skills:Self-starter with a proven track record of driving customer success in SaaS companies and driving adoption of technology within an organizationAccount mapping skills in order to get to, and stay with, high-level stakeholdersHighly organized with ability to multitask, prioritize, and scaleZealous about customer success and driving customer valueHighly data-driven with a commitment to reporting on customer usage, adoption, support tickets, testimonials, and product feedbackStrong presentation, excellent verbal and written communication skillsFlexible, adaptable team player with strong interpersonal skillsPay range and compensation packageTotal Compensation for this role (Base+ Bonus): $90,000-$108,000 based on experience and locationUS-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 days, and paid bereavement4 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 coverageEqual Opportunity StatementResponsive 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!

#J-18808-Ljbffr