Digital Customer Success Manager

Role Overview

As a Digital Customer Success Manager at Responsive, you’ll join our pooled Customer Success team, helping a diverse portfolio of 500+ SMB customers realize outcomes and value from our platform. You’ll use scalable digital strategies to support customers following onboarding and renewals, while providing focused, time-bound engagements that turn training and goals into adoption, document outcomes, and strengthen renewal likelihood.

What You Will Do

You’ll execute on a scalable, hybrid engagement strategy to support a diverse portfolio of 500+ accounts and drive customer retention, satisfaction, and revenue growth. You’ll provide expert, timely guidance to customers through our ticketing system, utilizing a team-based email alias and video conferencing (Zoom), offering tailored product support and consultative discussions.

Why It Might Be a Fit

You’ll collaborate with Digital and Community Program Managers to provide feedback and insights that shape the development of new cross-team collaborative programs designed to drive success at scale. You’ll also participate in discussions to refine and improve the Customer Success framework, contributing insights and feedback based on customer interactions.

Requirements

• 2-3+ years of Customer Success Management and/or Account Management experience in a B2B SaaS environment
• Experience supporting Small & Mid-Market customers or a high volume of customer accounts
• Familiarity with ticketing systems like Zendesk and experience in using data and insights to drive customer engagement
• Experience working with RFXs and Proposal Management Teams and/or grant writing is a plus
• Experience working remotely with international teams, demonstrating effective collaboration and flexibility across time zones and cultures

Benefits

• Market-based compensation philosophy
• Base salary range $85,000–$95,000 EU
• Bonuses
• Equity
• Benefits