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

We're looking for a proven Customer Success leader to oversee our Enterprise segment, focused on accounts with significant opportunity for growth. This leader will drive both retention and expansion, ensuring customers achieve measurable outcomes while generating a healthy pipeline to generate account growth.

The Director will bring a balance of customer advocacy, commercial acumen, and operational discipline. You'll lead Enterprise CSMs to execute on the fundamentals of Customer Success adoption, executive alignment, value realization, renewals, and advocacy while instilling a growth mindset that identifies and qualifies expansion opportunities. Success in this role means delivering durable retention, measurable customer outcomes, and account growth.

Essential Responsibilities

Drive Customer Outcomes & Retention

Build and execute strategies that ensure enterprise customers adopt, realize value and achieve their desired outcomes.
Own retention results, ensuring renewal readiness through proactive risk management and executive alignment.
Champion the customer voice internally, influencing product strategy and go-to-market priorities.

Lead & Elevate a High-Performing Team

Inspire and develop a team of Enterprise CSMs with the mindset and skills to both protect revenue and drive pipeline.
Build a culture of accountability and excellence where CS fundamentals are non-negotiable and growth-oriented behaviors are rewarded.
Invest in coaching, playbooks, and enablement that sharpen both CS and commercial capabilities.

Accelerate Growth Through Sales Alignment

Partner closely with Client Sales to build seamless handshakes, aligned revenue, expansion, renewal targets and joint account strategies.
Ensure CSMs are skilled in surfacing opportunities, qualifying them effectively, and creating high-quality CSQLs.
Act as a bridge between Customer Success and Sales, modeling a collaborative, enterprise-wide approach to growth.

Education

Any Bachelor Degree / Master Degree

Experience

Leadership Depth: 10-15+ years in Customer Success or related fields, with a track record of building and leading enterprise-facing teams in SaaS.
Commercial Mindset: Experience working in or alongside sales environments, with fluency in pipeline generation, forecasting, and revenue motions.

Knowledge,Ability & Skills

Customer-Centricity: Deep empathy for relationship-oriented enterprise customers and a commitment to driving measurable outcomes and advocacy.
Operational Excellence: Proven ability to build programs, measure impact through metrics, and collaborate with cross-functional teams
Executive Presence: Strong communicator and influencer capable of engaging C-level executives internally and with customers.

Director - Customer Success

Director, Customer success