Responsive · 2 months ago
Customer Success Manager, Strategic
Texas, United States
Full-time
Hybrid
Senior Level, Lead/Staff
$110K/yr - $140K/yr
8+ years expResponsive is a market leader in Strategic Response Management SaaS solutions, serving over 2,000 clients including major corporations. The Customer Success Manager, Strategic – Asset Management plays a crucial role in fostering client relationships, ensuring platform adoption, and demonstrating value through strategic advisory and operational excellence.
Artificial Intelligence (AI)Cloud ManagementCRMKnowledge ManagementMachine LearningSaaSSales AutomationSoftware
Responsibilities
Partner with proposal, compliance, and distribution leaders to streamline RFP, DDQ, and investor questionnaire processes using Responsive automation and AI to accelerate cycle times and improve accuracy
Map end-to-end workflows across consultant relations, product, and compliance teams to implement optimized templates, tagging, and governance that reduce manual effort while meeting regulatory standards
Drive adoption of automation and collaboration tools that expand proposal and investor relations team capacity, enabling greater throughput without increasing headcount
Leverage analytics to quantify efficiency gains and cost savings, demonstrating measurable ROI through reduced hours, faster submissions, and accelerated revenue capture
Unify fragmented repositories into a single governed knowledge hub to strengthen data accuracy, version control, and audit readiness across the organization
Lead enablement on AI search, library management, and governance workflows to relieve SMEs and enhance access to validated answers
Act as a strategic advisor to senior stakeholders, connecting Responsive’s adoption to tangible business outcomes in speed, operational efficiency, and investor confidence
Manage customer expectations properly through consistent and cross-functional collaboration with Sales, Product, and Professional Services
Identify key customers to visit in-person to deepen relationships
Identify and attend industry events to deepen understanding of industry and meet with customers in attendance
Maintain impeccable documentation of account details and activities, monitoring customer health, adoption, and utilization, with a focus on compliance and reporting workflows common in asset management
Identify risk of churn or downgrade early, run structured discovery, and work cross-functionally to mitigate
Own the full renewal process, ensuring contract alignment with evolving client needs, especially regarding regulatory changes or institutional reporting
Seek out and develop opportunities for expansion through add-on features (e.g. integrations with compliance tools or reporting automation)
Manage escalations effectively, facilitating communication among key stakeholders within client organizations and internally
Support multiple complex projects simultaneously
Deliver executive-level communications, including business reviews tailored for senior leaders within Responsive and the Customer
Develop mutual success plans in partnership with clients, aligning Responsive’s platform with regulatory, client service, and operational efficiency goals
Qualification
Required
8+ years' experience within customer success, account management, or relationship management in B2B SaaS, with financial services or asset management industry expertise strongly preferred
Track record of managing relationships with strategic clients (Fortune 250, top-tier asset managers, or equivalent), driving adoption and growth
Proven ability to own customer relationships and meet renewal/growth targets
Deep understanding of asset management workflows, including compliance, due diligence, client reporting, and institutional sales processes, as well and governance needs
Account mapping and stakeholder engagement across investment, compliance, operations, technology, and family office executives
Strong organizational skills with the ability to manage competing priorities
Highly data-driven, with a commitment to reporting on adoption, utilization, and value creation
Executive presence and communication skills, capable of leading QBRs/EBRs with senior financial executives
Collaborative team player, adaptable to evolving customer and regulatory requirements
Manage customer expectations properly through consistent and cross-functional collaboration with Sales, Product, and Professional Services
Identify key customers to visit in-person to deepen relationships
Identify and attend industry events to deepen understanding of industry and meet with customers in attendance
Maintain impeccable documentation of account details and activities, monitoring customer health, adoption, and utilization, with a focus on compliance and reporting workflows common in asset management
Identify risk of churn or downgrade early, run structured discovery, and work cross-functionally to mitigate
Own the full renewal process, ensuring contract alignment with evolving client needs, especially regarding regulatory changes or institutional reporting
Seek out and develop opportunities for expansion through add-on features (e.g. integrations with compliance tools or reporting automation)
Manage escalations effectively, facilitating communication among key stakeholders within client organizations and internally
Support multiple complex projects simultaneously
Deliver executive-level communications, including business reviews tailored for senior leaders within Responsive and the Customer
Develop mutual success plans in partnership with clients, aligning Responsive's platform with regulatory, client service, and operational efficiency goals
Preferred
Experience supporting RFX, DDQ, ESG, or compliance reporting in regulated environments is highly desired
Familiarity with customer analytics platforms, Gainsight preferred
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
Company
Responsive
Responsive (formerly RFPIO) is the leader in response management software, transforming how organizations share and exchange information.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$26.5MKey Investors
K1 Investment ManagementBend Venture Conference
2018-07-24Series A· $25M
2016-10-01Seed· $1.5M
Leadership Team
Ganesh Shankar
Chief Executive Officer (CEO) and Co-Founder
AJ Sunder
CPO | CIO | Co-Founder Responsive (formerly RFPIO)
Recent News
Destination CRM
2025-04-10
2025-03-13
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