Digital Customer Success Program Specialist

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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.

Tolearn more , visit responsive.io .

REMOTE IN DALLAS, TX, PORTLAND, OR, or KANSAS CITY metropolitan area

As the Digital Customer Success Program Specialist, you will support the daily operations, execution, and leadership of our Digital Customer Success Programs. This role will be hands‑on involvement in mapping the customer journey, digital program design, implementation, and iteration of our Digital Customer Success Programs. You’ll collaborate with the Manager of the Pooled CSM team, CS Ops, Customer Community Specialist, and Customer Marketing to ensure you are aligned, productive, and delivering high‑quality digital CS programs at scale.

Reporting to the Director of Customer Success, Scale, you will serve as the primary contact to execute CS Digital Programs, ensuring Responsive’s customers feel informed, supported, and connected.

Translate strategic vision and direction from the Director of Customer Success, Scale into actionable work streams.

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.

Reporting & Communication:

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.

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.

Experience working with RFXs or with Proposal Management Teams is a plus.

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/Fig Jam, Gainsight CS, Gainsight PX, Salesforce, and marketing automation platforms. Gainsight certifications are a plus.

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.