Customer Success Manager - Enterprise

Responsive, formerly RFPIO, is a market leader in Strategic Response Management SaaS solutions. The Customer Success Manager (CSM) will own relationships with Enterprise customers to ensure the platform helps them grow revenue and streamline their processes, focusing on customer satisfaction and retention.

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

Requirements:

• 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 enterprise level accounts
• Proven success owning customer relationships and reaching targets for renewal and growth
• 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
• 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
• Experience with customer analytics platform, Gainsight preferred
• Experience working with RFXs or with Proposal Management Teams is a plus