Manager of Customer Success, Mid-Market

Responsive, formerly RFPIO, is the market leader in an emerging new category of SaaS solutions called Strategic Response Management. Responsive customers including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom are using Responsive to manage business critical responses to RFPs, RFIs, RFQs, security questionnaires, due diligence questionnaires and other requests for information. Responsive has nearly 2,000 customers of all sizes and has been voted “best in class” by G2 for 13 quarters straight. It also has more than 35% of the cloud SaaS leaders as customers, as well as more than 15 of the Fortune 100. Customers have used Responsive to close more than $300B in transactions to-date.

At Responsive, The Manager, Customer Success (Mid-Market) is part of the leadership team on our Customer Success team. This role is responsible for managing one of two Mid-Market Customer Success Management teams for the company.

As the leader of one of the mid-market CSM teams, this role serves a critical function in revenue and logo retention for the company. The mid-market CSM teams own the recurring relationships with Responsive’s clients that are mid-sized in ARR but include Fortune 500 logos. An effective Manager, Customer Success (Mid-Market) will understand the company’s vision and goals and will maintain current knowledge of the company’s market and target audience in order to lead, train, and coach members of their team.

Essential Functions:

• Lead a team of experienced Customer Success Managers and Sr Customer Success Managers who manage our high touch, Mid-Market customer segment at Responsive
• Focus on improving the overall adoption, value story and outcomes for customers
• Hire, coach and mentor a stellar team by providing feedback, coaching and guidance according to individual’s strengths and areas of improvement
• Effectively remove roadblocks and ensure all actions drive toward the most important goals and KPIs of our business
• Serve as a champion to secure resources for their team as needed, including knowledge, training, prioritization, escalation, etc.
• Identify needs for and help build playbooks to proactively address risks and opportunities for adoption and engagement across the client base
• Support the Mid-Market CSMs with planning and delivering executive business reviews (EBRs) and with business value mapping conversations
• Foster a collaborative cross-functional environment among Customer Success and internal teams, paving the way for their team to do the same
• Support CSMs on building internal account plans alongside Account Managers, Directors, Vice President of Customer Success, and other internal teams to identify opportunities to increase customer value
• Partner with our Sales team to support with pre-sales activities for high potential Mid-Market customers
• Participate and lead key items on our weekly, monthly and quarterly business reviews with cross-functional partners in the business to highlight risk, opportunities and progress around key initiatives on our Customer Success roadmap
• Partner with internal teams to develop and continually refine a detailed roadmap that helps define the customer journey and planned achievement of milestones and business goals
• Monitor overall customer health across their team’s customer portfolio to ensure the customer success team achieves goals as defined by senior Customer Success leadership
• Build ongoing strategic relationships with senior business and technology contacts within customers, helping them to realize the full value of their Responsive solution
• Use data to actively drive decision making for the their CSM team and to influence plans across the organization

Other Duties:

• Proactively track key metrics within Responsive’s tracking tools to improve customer retention
• Collaborate with Account Management in nurturing a renewal strategy to ensure customer is prepared and satisfied to renew on schedule
• Collaborate with Account Management teams to identify upsell and cross sell opportunities and advise customers on how to augment their use of Responsive to other areas of the business
• Collaborate with internal teams to improve technology integrations to ensure the Customer Success Team has all the renewal, customer feedback, tickets, notes, and other data needed
• Other duties as assigned

Experience:

• Minimum 3 years experience managing Customer Success teams between 6-10 employees, preferably Mid-Market accounts or above ($20k+ contracts)
• 5+ years of experience with post-implementation stakeholder management at high-growth SaaS technology companies
• 2+ years experience managing remote employees across different time zones
• Experience managing multiple, simultaneous customer accounts and deadlines
• Experience engaging executives and process leaders on business and technology tactics
• Experience and familiarity with CSAT, NPS, NRR, GRR and other Customer Success related measurements
• Experience with Gainsight preferred
• Bachelor’s degree preferred

Knowledge & Skills:

• Strong software implementation project management skills
• Passion for helping customers
• Motivated, resourceful, and adaptable with a positive outlook
• Ability to effectively worked with diverse, global peers and customer base
• Genuine interest in coaching and development of individuals and team
• Desire to meet and exceed measurable performance goals
• Ability to prioritize tasks and manage time effectively and help others to do so
• Strong problem-solving skills
• Excellent organizational and time management skills
• Excellent written and verbal communication skills, including giving presentations
• Comfortable in all standard business applications, including Google’s G Suite, Microsoft Office, and Slack

Total compensation for this role is $116,000-$155,000 (base salary plus variable compensation), depending on location and experience.

At Responsive, our mission is to establish ourselves as one of the best places to work by building trust, respecting personal boundaries, valuing work-life balance, promoting diversity, and inclusiveness, and instilling a true sense of ownership and belonging among every employee that will transcend to delighting customers and creating true market value.

• People feel empowered, supported, and included
• Trust and transparency are built into the way we work
• Creativity, curiosity, and continuous improvement are encouraged and nurtured

US-Based Employees can look forward to the following benefits:

💰  Competitive Compensation, Company Bonus

📈  401k with company matching

📚 Unlimited professional development and ongoing learning through LinkedIn Learning Solutions

🏝 3 weeks of paid vacation, paid sick days, dedicated paid COVID days, and paid bereavement

✈  4 week sabbatical after 5 years of service

🧘‍♀️  Weekly virtual yoga sessions

🍀 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

🌍Associates based outside of the US will enjoy similar benefits, comparable and specific to their national standards

Responsive 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!

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