Customer Marketing Specialist

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.

As the Customer Marketing Specialist, Americas, you will play a pivotal role in deepening engagement and accelerating growth within Responsive’s Enterprise and Major customer segments.

Reporting to the Senior Manager, High-Touch Growth Marketing (Enterprise & Major Accounts), you’ll design and orchestrate strategic customer marketing programs that strengthen account health, drive product adoption, and unlock meaningful expansion opportunities.

This role operates cross-functionally across Marketing, Customer Success, Sales, and Professional Services, requiring close partnership with the Data Analytics team and Product Marketing to identify usage trends, define adoption triggers, and shape targeted messaging. You will design and execute targeted lifecycle campaigns and value-led communications that deepen customer engagement, support long-term success, and uncover new opportunities for account growth.

Your impact will be measured by improved customer engagement, expansion pipeline, and revenue influence across our most important accounts.

Customer Lifecycle & Expansion Campaigns

Partner closely with the Data Analytics team to surface product behaviors, usage patterns, and engagement indicators that most strongly predict adoption, renewal, and expansion within Enterprise and Major accounts, and translate these insights into actionable marketing strategies.

Design and execute targeted lifecycle journeys that guide customers toward critical activation and feature-utilization milestones (i.e. strengthening engagement, deepening product value realization, and supporting long-term account health).

Collaborate with Product Marketing to craft clear, compelling messaging that encourages consistent use of high-value features and drives meaningful customer outcomes, ensuring alignment across all customer-facing touchpoints.

Deliver high-impact, experience-driven customer touchpoints including communications, curated executive engagements, strategic gifting, customer-specific events, and programmatic nurture tracks.

Collaborate with Brand/Creative and external vendors to develop premium, on-brand assets and experiences that deepen customer connection.

Cross-Functional Alignment

Work closely with Account Management and Customer Success to align marketing activities to account plans, product adoption goals, and expansion motions.

Coordinate with Rev Ops to track performance, ensure campaign-to-opportunity alignment, and maintain visibility into account engagement.

Program Management & Optimization

Own campaign planning and execution, timelines, and deliverables with precision and consistency.

Monitor and report on engagement metrics, expansion impact, and account-specific influence.

Document processes and contribute to the operational scalability of customer marketing programs.

Influence expansion pipeline and ARR within Enterprise and Major customer segments in close partnership with Account Management.

Improve activation and adoption of critical product features aligned to long-term retention predictors.

Increase the share of accounts hitting key usage milestones within their first 90/180 days.

Achieve meaningful increases in customer engagement across targeted programs.

Build strong partnerships with Customer Success, Professional Services, Product Marketing, and Brand/Creative, validated through positive feedback.

Successfully execute multiple high-touch customer…