Manager, Customer Success Enterprise

HYBRID IN DALLAS, TX; REMOTE IN OTHER U.S. TIMEZONES.

We’re looking for an experienced Manager of Customer Success Management to lead our Enterprise CSM team, supporting our top tier accounts that have high contract value and company-wide visibility. In this role, you’ll help drive retention and expansion by ensuring customers realize meaningful outcomes while supporting the development of strong CSM and customer relationships for mutual success.

This management role combines strong customer advocacy with solid commercial awareness and operational reliability. You’ll guide Enterprise CSMs in executing the core elements of Customer Success - product adoption, executive alignment, value realization, renewals, and customer advocacy - while encouraging a growth mindset that identifies and qualifies expansion opportunities. Success in this role means consistently delivering strong retention, clear customer outcomes, and incremental account growth.

You’ll equip Enterprise Customer Success Managers to serve as trusted growth partners for their customers by providing structure, hands‑on coaching, performance management, and accountability mechanisms that help the team both protect existing revenue and uncover new opportunities.

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.

People Leadership:
Minimum 2 years of experience managing Customer Success teams of 6–10 employees, ideally supporting Enterprise or high‑ARR customer segments.

Customer Success Expertise: 5+ years of post‑implementation stakeholder management experience within high‑growth SaaS organizations.

Domain Knowledge:
Experience collaborating on RFX processes or working closely with Proposal Management teams is a plus.

Systems Experience (as qualification):
Working knowledge of Gainsight and/or Salesforce is preferred.

Executive Engagement:
Demonstrated ability to engage executives and functional leaders on business and technology strategies.

Metrics & Performance:
Familiarity with key Customer Success KPIs such as CSAT, NPS, NRR, GRR,…