Customer Success Manager

Role Overview

The Customer Success Manager owns strategic enterprise customer relationships, promotes software adoption, addresses customer issues, identifies new business and Professional Services opportunities, and builds the value of Responsive solutions across the customer lifecycle.

What You Will Do

Maintain consistent and consultative interactions with Responsive customers, reduce customer churn, utilize the customer success platform, manage and negotiate renewal agreements, drive overall customer satisfaction, optimize engagement plans, engage customers with the intent to identify additional revenue-generating opportunities, and other duties.

Why It Might Be a Fit

Self-starter with a proven track record of driving customer success in SaaS companies, ability to multitask, prioritize, and scale, zealous about customer success and driving customer value, highly data-driven, strong presentation, excellent verbal and written communication skills, flexible, adaptable team player with strong interpersonal skills.

Requirements

• 3+ years of customer success management, sales account management or customer-facing related experience
• Experience working with enterprise or complex multi-stakeholder accounts
• Experience with customer analytics platforms preferred (ex. Gainsight, ChurnZero)
• Experience with Salesforce and/or Gainsight is a plus
• Associate or Bachelor’s degree preferred
• Experience running RFx projects or working in a procurement environment is a plus

Benefits

• 401k with company matching
• Unlimited professional development and ongoing learning through LinkedIn Learning Solutions
• 4 weeks of paid vacation, paid sick days, dedicated paid COVID days, and paid bereavement
• 4 week sabbatical after 5 years of service
• Mental Wellness Program (EAP) to support your well-being and self-care
• Team events, such as happy hours, off-sites, and team building events
• Best-in-class health benefits, company paid for employee and company contribution for family coverage