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Responsive · 2 weeks ago

Strategic Customer Success Manager, Asset Management

United States

Full-time

Remote

Senior Level, Lead/Staff

$110K/yr - $140K/yr

8+ years exp

Responsive, formerly RFPIO, is a market leader in SaaS solutions for Strategic Response Management. The Strategic Customer Success Manager for Asset Management will own client relationships, drive platform adoption, and ensure that customers achieve their business outcomes by leveraging Responsive's tools and analytics.

Artificial Intelligence (AI)Cloud ManagementCRMKnowledge ManagementMachine LearningSaaSSales AutomationSoftware

Growth Opportunities

Responsibilities

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

Customer success managementAsset management expertiseB2B SaaS experienceCompliance reportingStakeholder engagementData-driven approachExecutive communicationCustomer analytics platformsOrganizational skillsTeam collaboration

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

Experience supporting RFX, DDQ, ESG, or compliance reporting in regulated environments is highly desired

Proven ability to own customer relationships and meet renewal/growth targets

Familiarity with customer analytics platforms, Gainsight preferred

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