Digital Customer Success Program Specialist

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 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 evolution of Responsive’s Digital Customer Success strategy. This is hands-on in mapping the customer journey, designing and implementing scalable digital programs, and continuously iterating to increase impact and efficiency. Beyond program execution, this role plays a critical part in improving the leverage of the Scaled Customer Success model. You will help design and implement automation, AI-assisted workflows, and lifecycle triggers that reduce manual work, increase customer coverage, and enhance customer engagement at scale. You’ll collaborate with the Manager of the Pooled CSM team, CS Ops, Customer Community Specialist, Customer Marketing, Product, and Support to ensure our digital programs are aligned, efficient, and continuously improving. Reporting to the Director of Customer Success, Scale, you will serve as the primary driver of Digital CS execution and automation initiatives, ensuring Responsive’s customers feel informed, supported, and connected — while enabling the scaled model to operate efficiently. Essential Functions Program Execution & Collaboration: Translate strategic vision and direction from the Director of Customer Success, Scale into digital programs and automation workstreams. Map and continuously refine the end-to-end customer journey for SMB and Mid-Market segments. Design, implement, and iterate scalable digital lifecycle programs using Gainsight JO, Gainsight PX, Staircase AI, Customer Community, and other digital CS tools. Establish and track project timelines, milestones, and deliverables. Review, test, and refine digital experiences for quality, clarity, and measurable impact. Partner cross-functionally (e.g., CS Ops, Academy, Marketing, Product, Support) to support timely execution and effective scaling. Automation & AI-Enhanced Workflows Identify opportunities to reduce manual CSM effort through automation and intelligent workflows. Design and implement automated lifecycle triggers driven by product usage signals, health scores, and behavioral data. Support the integration of product telemetry and customer data into digital engagement programs. Experiment with and help implement AI-assisted workflows (e.g., AI-generated outreach, summarization, customer insights, internal copilots). Contribute to building scalable systems that increase customer coverage without increasing headcount. Stay current on AI capabilities and recommend practical applications that improve efficiency and customer outcomes. 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. Qualifications 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. Knowledge & Skills 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/FigJam, 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. Additional Information What we offer: Responsive uses a market-based compensation philosophy. A candidate’s starting base salary will be determined by the specific responsibilities of the role, as well as job-related skills, experience, qualifications, location, and current market trends. For this position, the base salary range is $110,000–$130,000. Our recruiting team will provide details on the applicable range based on your location during the hiring process. Please note that this range covers base salary only and does not include bonuses, equity, or benefits. Responsive embraces a global flexible workforce model with offices in Dallas, TX, Kansas City, MO, Coimbatore, India and Dublin, Ireland. For this role, candidates located in Dallas, TX will be given priority consideration. In addition to a competitive compensation package, Responsive also offers the following benefits: 📈 401k with company matching 📚 Unlimited professional development and ongoing learning through LinkedIn Learning Solutions 🏝 4 weeks of paid vacation, paid sick days, dedicated paid COVID days, and paid bereavement ✈ 4 week sabbatical after 5 years of service 🍀 Mental Wellness Program (EAP) to support your well-being and self-care 🍹 Team events, such as happy hours, off-sites, and team building events ❤️ Best-in-class health benefits, company paid for employee and company contribution for family coverage Our Values: Delight customers We’re lucky to partner with the world’s biggest brands and best customers. They all play an integral role in mapping our future. When it comes to listening and solving their biggest challenges, we’re Responsive. Be agile & nimble At Responsive, our people, products and processes are constantly evolving. Our simple formula is to be agile and nimble. We’re not afraid to try something new or pivot when we see a better solution. Get it done Whether it’s adding a new feature, onboarding a new customer, or crafting a solution that adds extra value — we’re all motivated to get it done. GID is one of our core tenets and impacts everything we do. Give back time Efficiency is central to our company spirit, because finding ways to focus on what’s most important is essential to our innovation. We also truly care about what really matters to our customers and teams. S4 We have a simple saying, “If you see something, you say something (S4).” At Responsive, we celebrate people who are critical, thoughtful thinkers who just want to make things better. Here, your input matters. At Responsive, our values are the foundation of who we are—and we’re equally committed to cultivating a diverse and inclusive culture that reflects and respects the richness of our global community. We welcome individuals of all backgrounds, including different cultures, ethnicities, ages, races, national origins, genders, sexual orientations, religions, and abilities, to apply for our open roles. If you share our commitment to an inclusive workplace and believe you’d thrive on our team, we’d love to hear from you!