Customer Success Manager - Digital at Responsive

Job description

About Responsive Responsive, formerly RFPIO, is the market leader in a growing category of SaaS solutions called Strategic Response Management. More than 2,000 customers, including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom, are using the Responsive platform to manage business critical responses -including bids, questionnaires, assessments, and trust centers - that impact nearly half of a company's revenue. More than 35% of cloud SaaS leaders and more than 20 of the Fortune 100 standardize on Responsive, and the company has been voted "best in class" by G2 for 24 quarters straight. Customers have used Responsive to close more than $750B in transactions to-date. To learn more , visit responsive.io . About the Role REMOTE in IRELAND 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. These human-first, high-impact engagements are limited sessions (4-6) tailored to each customer’s goals, use cases, and desired outcomes. For need-based questions, you’ll provide expert guidance through our ticketing system and video calls, and collaborate with internal teams like Sales, Support, Professional Services, and our Renewals Team to optimize value, tee up expansion, and maintain high retention rates. Digital CSMs excel because they can quickly understand customer goals, sentiment, and usage trends to deliver tailored use-case-based best practices, and seamlessly navigate between high-level strategic discussions and deep technical strategy. As a subject matter expert, you will collaborate with leaders and teammates to influence the development of new programs that drive success at scale. Your proactive approach, curiosity, and communication skills will help us build lasting relationships and deliver impactful customer experiences. Your curiosity, proactive approach, and communication skills will help build trusted customer relationships and deliver meaningful experiences at scale. Essential Functions Execute on a scalable, hybrid engagement strategy to support a diverse portfolio of 500+ accounts and drive customer retention, satisfaction, and revenue growth. 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. Utilize our additional customer success platforms (Gainsight, Salesforce, G Suite, Matik, and AI platforms and agents) to monitor platform adoption, keep complete internal records, and maintain open lines of communication with customers. Develop engagements that ensure customers adopt our platform successfully, aligned with their business needs, and monitor ongoing digital support programs at scale. Use customer data in Gainsight CS to help identify trends for common customer challenges and methods to mitigate risk, working with your team to innovate our processes, AI-assisted responses, and programs. Provide insights to cross-functional internal teams to prepare for renewals, fond opportunities for expansion, and improve inter-team transitions. Proactively address risk and opportunity alerts by engaging directly with customers or coordinating with internal stakeholders to resolve issues, improve satisfaction, and increase retention. Partner with the Renewals Team to support at-risk accounts, ensuring customers recognize ongoing value and benefit from Responsive’s solutions. Act as a subject matter expert in Responsive’s products, providing guidance on best practices and delivering outcomes. What Else You’ll Be Doing: Collaborate with Digital and Community Program Managers to