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Responsive · 1 day ago

Customer Success Manager - Enterprise

United States

Full-time

Remote

Mid Level

$90K/yr - $100K/yr

3+ years exp

Responsive, formerly RFPIO, is a leader in Strategic Response Management SaaS solutions. The Customer Success Manager will own relationships with Enterprise customers to ensure they achieve their business outcomes, increase adoption, and prevent churn.

Artificial Intelligence (AI)Cloud ManagementCRMKnowledge ManagementMachine LearningSaaSSales AutomationSoftware

Growth Opportunities

Responsibilities

Manage customer expectations properly in all areas

Maintain impeccable documentation of account details and activities. Monitor customer health, adoption, utilization, customer sentiment and other metrics across products and verticals, and throughout the customers’ journey

Build and maintain success plans with verifiable business outcomes for customers

Identify any risk of churn or downgrade early, run proper discovery, and work cross-functionally to mitigate

Understand and own the full contract renewal process and all associated facets

Seek out, identify, and develop interest in opportunities to expand through add-on features and paid Professional Services

Manage customer issue escalations, facilitate communication among applicable internal and external stakeholders and provide ongoing support until issues are resolved

Demonstrate exemplary communication skills in written, verbal, and presentation formats, as well as polished and professional executive presence

Set a standard of excellence in customer care and set an example for the other Customer Success team members

Continuously develop your professional growth and learning within the role and contribute to coaching and further education of others in the Customer Success department

Qualification

Customer Success ManagementB2B SaaS ExperienceAccount ManagementGainsightCustomer AnalyticsPresentation SkillsCommunication SkillsInterpersonal SkillsOrganizational Skills

Required

3-5 years of customer success management, sales account management or other customer-facing related experience in B2B SaaS organizations

Track record of success in working with enterprise level accounts

Proven success owning customer relationships and reaching targets for renewal and growth

Self-starter with a proven track record of driving customer success in SaaS companies and driving adoption of technology within an organization

Account mapping skills in order to get to, and stay with, high-level stakeholders

Highly organized with ability to multitask, prioritize, and scale

Zealous about customer success and driving customer value

Highly data-driven with a commitment to reporting on customer usage, adoption, support tickets, testimonials, and product feedback

Strong presentation, excellent verbal and written communication skills

Flexible, adaptable team player with strong interpersonal skills

Manage customer expectations properly in all areas

Maintain impeccable documentation of account details and activities

Monitor customer health, adoption, utilization, customer sentiment and other metrics across products and verticals, and throughout the customers' journey