Responsive · 3 weeks ago
Manager, Customer Success Enterprise
Dallas, TX
Full-time
Hybrid
Mid, Senior Level
$120K/yr - $145K/yr
5+ years expResponsive is a market leader in Strategic Response Management SaaS solutions, serving over 2,000 customers including major companies like Google and Microsoft. The Manager of Customer Success Management will lead the Enterprise CSM team, focusing on retention and expansion while ensuring customers achieve meaningful outcomes and strong relationships.
Artificial Intelligence (AI)Cloud ManagementCRMKnowledge ManagementMachine LearningSaaSSales AutomationSoftware
Hiring Manager
Cody Greenwood
Responsibilities
Lead a team of experienced Customer Success Managers who manage our high-touch Enterprise customer segments at Responsive
Hire, coach and mentor a stellar team by providing feedback, coaching and guidance according to individual’s strengths and areas of improvement
Foster a culture of performance excellence while leading with a people-first mindset
Serve as a champion to effectively remove roadblocks and secure resources for the team as needed, including knowledge, training, prioritization, escalation, etc. to ensure all actions drive toward business’ goals and KPIs
Identify needs for and help build playbooks to proactively address risks and opportunities for adoption and engagement across the client base
Use data to actively drive decision making for the Enterprise CSM team and to influence plans across the organization
Support the CSM team in continuously developing their knowledge and practical understanding of AI technologies
Support the Enterprise CSMs with planning and delivering executive business reviews and creating mutual customer success plans to ensure all customers achieve measurable realized value and verified business outcomes
Build ongoing strategic relationships with senior business and technology contacts within customers, helping them to realize the full value of their Responsive solution
Monitor overall customer health across the Enterprise customer portfolio to ensure the customer success team achieves goals as defined by senior Customer Success leadership
Foster a collaborative cross-functional environment among Customer Success and internal teams, paving the way for their team to do the same
Partner with our Sales team to identify opportunities for upsell as well as support with pre-sales activities for high potential 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
Qualification
Required
Minimum 2 years of experience managing Customer Success teams of 6–10 employees, ideally supporting Enterprise or high-ARR customer segments
5+ years of post-implementation stakeholder management experience within high-growth SaaS organizations
Demonstrated ability to engage executives and functional leaders on business and technology strategies
Familiarity with key Customer Success KPIs such as CSAT, NPS, NRR, GRR, and operational performance tracking
Hands-on ability to use Gainsight and/or Salesforce effectively in a Customer Success environment
Understanding of proposal processes, ability to partner with Proposal Management teams
Preferred
Experience collaborating on RFX processes or working closely with Proposal Management teams is a plus
Working knowledge of Gainsight and/or Salesforce is 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
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2025-04-10
2025-03-13
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