Customer Success Manager, Strategic

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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 , visitresponsive.io .

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Customer Success enables customers to achieve their business outcomes by serving as trusted advisors focused on increasing adoption, reducing risk, and preventing churn. The Customer Success Manager (CSM), Strategic – Healthcare & Life Sciences is a critical role in our organization, owning relationships with Responsive’s clients in healthcare, insurance, pharmaceutical, biotechnology, and medical device sectors to build trust, demonstrate value, and ensure that our platform enables organizations to:

Partner with proposal, compliance, and commercial leaders to streamline RFP and questionnaire processes using Responsive automation and AI for faster cycle times.

Map customer workflows and implement optimized templates, tagging, and content governance to reduce manual effort and ensure regulatory compliance.

Drive adoption of automation and collaboration tools that expand team capacity and throughput without increasing headcount.

Use data and analytics to quantify efficiency gains, cost savings, and productivity improvements, presenting clear ROI in business reviews.

Align content and process strategy with revenue outcomes by identifying content that drives higher win rates and faster deal progression.

Consolidate fragmented tools and repositories into a single governed knowledge hub, improving data accuracy and compliance confidence.

Lead enablement on AI search, library management, and governance workflows to relieve SMEs and enhance access to validated answers.

Serve as a strategic advisor to senior stakeholders, connecting Responsive’s platform adoption to measurable business outcomes across speed, efficiency, and quality.

As the primary point of contact for our customers, the Strategic CSM must navigate the complexities of healthcare providers, payers, pharmaceutical manufacturers, biotech innovators, and medical device companies. They will bring a strong understanding of healthcare operations, clinical trial processes, regulatory requirements, and commercialization needs, ensuring Responsive is seen as a trusted partner across the client lifecycle.

Manage customer expectations properly through consistent and cross-functional collaboration with Sales, Product, and Professional Services.

Identify key customers to visit in-person to deepen relationships

Identify and attend industry events to deepen understanding of industry and meet with customers in attendance

Maintain impeccable documentation of account details and activities, monitoring customer health, adoption, and utilization, with a focus on compliance, clinical, and regulatory workflows.

Identify risk of churn or downgrade early, run structured discovery, and work cross-functionally to mitigate.

Own the full renewal process, ensuring contract alignment with evolving client needs, especially regarding regulatory or market access changes.

Seek out and develop opportunities for expansion through add-on features (e.g., ESG modules, integrations with regulatory tools, or automation of submission/reporting processes).

Manage escalations effectively, facilitating communication among key stakeholders within client organizations and internally.

Support multiple complex projects simultaneously, often involving cross-border R&D teams, clinical operations, and regulatory stakeholders.

Deliver executive-level communications, including business reviews…