Responsive · 2 days ago
Digital Customer Success Program Specialist
United States
Full-time
Remote
Mid, Senior Level
$110K/yr - $130K/yr
5+ years expResponsive, formerly RFPIO, is a leader in SaaS solutions for Strategic Response Management, serving over 2,000 customers. The Digital Customer Success Program Specialist will support the execution and leadership of digital customer success programs, ensuring customers feel informed and connected through effective program management and collaboration.
Artificial Intelligence (AI)Cloud ManagementCRMKnowledge ManagementMachine LearningSaaSSales AutomationSoftware
Responsibilities
Translate strategic vision and direction from the Director of Customer Success, Scale into actionable workstreams
Establish and track project timelines, milestones, and deliverables
Stay hands-on with program strategy and execution — including Gainsight JO setup, in-app PX programming, Community, and other digital CS workflows
Review, test, and refine work for quality and alignment
Collaborate with cross-functional partners (e.g., CS Ops, Academy, Marketing, Product, Support) to support timely execution and effective scaling
Own reporting on deliverables and program outcomes to ensure visibility into digital programs, engagement impact, and digital CS effectiveness
Maintain clear documentation of initiatives and ensure regular communication with the Director of Customer Success, Scale
Help streamline stakeholder communications and reduce information silos
Qualification
Required
5-8 years progressive experience in program/project management, process improvement, or a related field (Customer Success or Operations roles within a SaaS environment)
Demonstrated experience mapping the customer journey, executing from design to launch scalable digital programs to support SMB & Mid-Market customers and the Scaled CSM team with a high volume of customer accounts
Experience working across time zones in a remote or hybrid team model
Experience operating in agile environments or managing work in sprints
Experience in visually and verbally demonstrating performance metrics, complex ideas, workflows, and reporting
Strong understanding of project management methodologies (PMP Certification or similar is a plus), operational processes, and optimization techniques
Advanced analytical skills with experience in cohort analysis, customer behavior data analysis, and iterative improvement
Strong understanding of customer journey mapping, digital engagement strategies, lifecycle programming, and customer enablement
Hands-on experience with Figma/FigJam, Gainsight CS, Gainsight PX, Salesforce, and marketing automation platforms
Excellent personal time management skills with the ability to multitask and execute on competing priorities within a fast-paced startup environment
A proactive, self-directed approach to solving problems and driving forward execution
Excellent interpersonal and leadership communication skills, with the ability to motivate others and foster a collaborative, feedback-rich culture
Preferred
Experience working with RFXs or with Proposal Management Teams is a plus
Gainsight certifications are a plus
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
Company data provided by crunchbase