Customer Success Manager

Responsive is a market leader in Strategic Response Management SaaS solutions, serving over 2,000 customers including major companies like Google and Amazon. The Customer Success Manager will take ownership of customer relationships, promote software adoption, and ensure customer satisfaction to secure renewals and growth.

Responsibilities:

• Maintain consistent and consultative interactions with Responsive customers via email, phone, video calls, and, where appropriate, in-person meetings to understand customer health and their overall usage, successes, and challenges with the system
• Reduce customer churn by building long-term loyalty and trust
• Utilize the customer success platform (Gainsight) to monitor platform adoption, keep complete internal records, and maintain open lines of communication with customers
• Manage and negotiate renewal agreements with current customers
• Drive overall customer satisfaction with Responsive through strategic action derived from surveys, phone conversations, user input sessions or customer advisory board meetings
• Optimize engagement plans with collaboration from various internal Responsive teams
• Engage customers with the intent to identify additional revenue-generating opportunities
• Identify critical topics, plan, and execute ongoing training webinars
• Facilitate kick-off meetings and engage with customers on a regular basis
• Train and provide strategic consultancy to the customer’s administrative staff
• Sell professional services to further establish clients within their core use cases
• Engage sales team resources to identify additional revenue-generating opportunities
• Assist with the onboarding of new Customer Success Managers
• Build resources for customers to improve their experience with Responsive
• Other duties as assigned

Requirements:

• 1-3+ years of customer success management, sales account management or customer-facing related experience
• 1-3 years of experience in a procurement or purchasing department running RFx projects internally is a plus
• Experience working with Mid-Market clients, with multiple key account stakeholders
• 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 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
• Experience with customer analytics platforms preferred (ex. Gainsight, ChurnZero)
• Experience with Salesforce and/or Gong is a plus
• Associate or Bachelor's degree preferred