Customer Success Manager - Digital

About Responsive

Responsive, formerly RFPIO, is the market leader in a growing category of SaaS solutions called Strategic Response Management. More than 2,000 customers, including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom, are using the Responsive platform to manage business critical responses -including bids, questionnaires, assessments, and trust centers - that impact nearly half of a company's revenue.

More than 35% of cloud SaaS leaders and more than 20 of the Fortune 100 standardize on Responsive, and the company has been voted "best in class" by G2 for 24 quarters straight. Customers have used Responsive to close more than $750B in transactions to-date. To learn more, visit responsive.io.

About the Role

REMOTE in IRELAND

As a Digital Customer Success Manager at Responsive, you’ll join our pooled Customer Success team, helping a diverse portfolio of 500+ SMB customers realize outcomes and value from our platform. You’ll use scalable digital strategies to support customers following onboarding and renewals, while providing focused, time-bound engagements that turn training and goals into adoption, document outcomes, and strengthen renewal likelihood.

These human-first, high-impact engagements are limited sessions (4-6) tailored to each customer’s goals, use cases, and desired outcomes. For need-based questions, you’ll provide expert guidance through our ticketing system and video calls, and collaborate with internal teams like Sales, Support, Professional Services, and our Renewals Team to optimize value, tee up expansion, and maintain high retention rates.

Digital CSMs excel because they can quickly understand customer goals, sentiment, and usage trends to deliver tailored use-case-based best practices, and seamlessly navigate between high-level strategic discussions and deep technical strategy. As a subject matter expert, you will collaborate with leaders and teammates to influence the development of new programs that drive success at scale. Your proactive approach, curiosity, and communication skills will help us build lasting relationships and deliver impactful customer experiences. Your curiosity, proactive approach, and communication skills will help build trusted customer relationships and deliver meaningful experiences at scale.

Essential Functions

Execute on a scalable, hybrid engagement strategy to support a diverse portfolio of 500+ accounts and drive customer retention, satisfaction, and revenue growth.

Provide expert, timely guidance to customers through our ticketing system, utilizing a team-based email alias and video conferencing (Zoom), offering tailored product support and consultative discussions.

Utilize our additional customer success platforms (Gainsight, Salesforce, G Suite, Matik, and AI platforms and agents) to monitor platform adoption, keep complete internal records, and maintain open lines of communication with customers.

Develop engagements that ensure customers adopt our platform successfully, aligned with their business needs, and monitor ongoing digital support programs at scale.

Use customer data in Gainsight CS to help identify trends for common customer challenges and methods to mitigate risk, working with your team to innovate our processes, AI-assisted responses, and programs.

Provide insights to cross-functional internal teams to prepare for renewals, fond opportunities for expansion, and improve inter-team transitions.

Proactively address risk and opportunity alerts by engaging directly with customers or coordinating with internal stakeholders to resolve issues, improve satisfaction, and increase retention.

Partner with the Renewals Team to support at-risk accounts, ensuring customers recognize ongoing value and benefit from Responsive’s solutions.

Act as a subject matter expert in Responsive’s products, providing guidance on best practices and delivering outcomes.

What Else You’ll Be Doing

• Collaborate with Digital and Community Program Managers to provide feedback and insights that shape the development of new cross-team collaborative programs designed to drive success at scale.
• Participate in discussions to refine and improve the Customer Success framework, contributing insights and feedback based on customer interactions.
• Engage in continuous learning to stay current with SRM industry trends, evolving customer needs, and the latest Responsive product features.
• Foster engagement within Responsive’s Community program by facilitating discussions, sharing best practices, and promoting knowledge exchange.
• Collaborate with cross-functional teams including Product, Support, Billing, and Finance to ensure seamless, high-quality customer experiences.
• 2-3+ years of Customer Success Management and/or Account Management experience in a B2B SaaS environment, with a proven track record of maximizing adoption and retention at scale.
• Experience supporting Small & Mid-Market customers or a high volume of customer accounts.
• Familiarity with ticketing systems like Zendesk and experience in using data and insights to drive customer engagement.
• Experience with customer experience tools, such as Matik, Staircase, or similar, is a plus.
• Experience working with RFXs and Proposal Management Teams and/or grant writing is a plus.
• Experience working remotely with international teams, demonstrating effective collaboration and flexibility across time zones and cultures.

Knowledge & Skills

• Excellent written and verbal communication skills, with the ability to build relationships and add value quickly and effectively across a wide range of customers.
• Strong time management skills, with the ability to multitask and execute on competing priorities in a fast-paced startup environment.
• A high-efficiency and scalable mindset, constantly looking for ways to improve processes and drive greater customer value at scale.
• Strong observational skills to identify patterns and trends in customer interactions and translate them into actionable insights for the team.
• A team-first mentality, with the ability to work collaboratively in a pooled model to support all customers, not just individual accounts.
• Adaptability and comfort with a pooled engagement model involving short-term customer engagements and temporary assignments, with a focus on the team's overall success.
• Self-motivated and detail-oriented, with a passion for continuous learning and personal development.

What we offer

Responsive uses a market-based compensation philosophy. A candidate’s starting base salary will be determined by the specific responsibilities of the role, as well as job-related skills, experience, qualifications, location, and current market trends. For this position, the base salary range is $85,000–$95,000 EU. Our recruiting team will provide details on the applicable range based on your location during the hiring process. Please note that this range covers base salary only and does not include bonuses, equity, or benefits.

Responsive embraces a global flexible workforce model with offices in Dallas, TX, Kansas City, MO, Coimbatore, India and Dublin, Ireland.

Our Values

• Delight customers
• We’re lucky to partner with the world’s biggest brands and best customers. They all play an integral role in mapping our future. When it comes to listening and solving their biggest challenges, we’re Responsive.
• Be agile & nimble
• At Responsive, our people, products and processes are constantly evolving. Our simple formula is to be agile and nimble. We’re not afraid to try something new or pivot when we see a better solution.
• Get it done
• Whether it’s adding a new feature, onboarding a new customer, or crafting a solution that adds extra value — we’re all motivated to get it done. GID is one of our core tenets and impacts everything we do.
• Give back time
• Efficiency is central to our company spirit, because finding ways to focus on what’s most important is essential to our innovation. We also truly care about what really matters to our customers and teams.

S4

We have a simple saying, “If you see something, you say something (S4).” At Responsive, we celebrate people who are critical, thoughtful thinkers who just want to make things better. Here, your input matters.

At Responsive, our values are the foundation of who we are—and we’re equally committed to cultivating a diverse and inclusive culture that reflects and respects the richness of our global community. We welcome individuals of all backgrounds, including different cultures, ethnicities, ages, races, national origins, genders, sexual orientations, religions, and abilities, to apply for our open roles. If you share our commitment to an inclusive workplace and believe you’d thrive on our team, we’d love to hear from you!