Senior Manager, CS Operations

Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk and improve employee experiences. Nearly 2,000 customers have standardized on Responsive to respond to RFPs, RFIs, DDQs, ESGs, security questionnaires, ad hoc information requests and more. Responsive is headquartered in Portland, OR, with additional offices in Kansas City, MO and Coimbatore, India. Learn more at 

Responsive, formerly RFPIO, is looking for a dynamic Customer Success Operations Manager to partner with and support our growing Customer Success team. As a key member of the Customer Success Operations team, you'll work closely with Customer Success leadership, as well as manage an offshore team of data analysts and systems administrators. You can expect to partner cross functionally with colleagues on Revenue Operations, Marketing, Product, and Sales teams. Your role will be vital, where you'll build and enhance processes, systems, and analytics to help our Customer Success teams operate efficiently and effectively. 

The ideal candidate will have a holistic approach to Responsive Customer Success Operations strategy.This leadership role is essential to scale our team most efficiently and effectively through proactive communication, domain expertise, project management, and a passion to continue to build our business. 

• Operational Leadership & Strategy:
  Own and evolve the Customer Success Operations roadmap in alignment with company growth objectives and revenue goals. Partner with Customer Success and Revenue leadership to define operational strategies, forecast performance, and identify opportunities for improvement across the customer lifecycle.
• Team Leadership & Development:
  Lead, mentor, and grow a global team of analysts and systems administrators. Cultivate a culture of excellence, accountability, and innovation, ensuring your team delivers proactive insights and scalable solutions to drive business performance.
• Data-Driven Decision Making:
  Translate complex data into actionable insights for executives and cross-functional partners. Drive analyses related to churn, retention, gross revenue retention (GRR), product adoption, NPS, and customer health, providing forward-looking perspectives and recommendations.
• Process Optimization & Governance:
  Architect and document critical Customer Success processes, including account handoffs, renewals, customer feedback loops, and risk mitigation. Establish governance frameworks to ensure consistency and operational excellence across regions and functions.
• Cross-Functional Collaboration:
  Act as a strategic liaison between Customer Success, Revenue Operations, Marketing, Product, and Sales. Drive alignment and data integrity across systems and teams to enable a unified view of the customer journey.
• Systems and Tooling Excellence:
  Oversee administration, optimization, and integration of Customer Success tools, including Salesforce and Gainsight. Champion automation and scalable solutions that enhance team efficiency and customer visibility.
• Performance Management & Executive Reporting:
  Develop and deliver executive-ready reporting and dashboards to measure business outcomes, forecast renewals, and monitor team performance. Partner with leadership to drive operational reviews and business planning cycles.

• Bachelor's degree preferred

• 12+ years in Customer Success, Customer Success Operations, or related functions, including at least 3-5 years in a leadership capacity managing teams and influencing cross-functional strategy.

• Leadership: Proven ability to inspire and develop high-performing teams. Demonstrated success in driving strategic initiatives and fostering collaboration across departments and regions.
• Analytical Expertise: Strong command of data analytics, forecasting, and business modeling. Expertise with Salesforce required; Gainsight experience highly desirable.
• Strategic Acumen: Experience shaping operational strategies that enhance customer retention, adoption, and revenue growth.
• Executional Excellence: A track record of delivering measurable results in dynamic, fast-paced environments. Skilled at balancing long-term vision with short-term priorities.
• Communication: Exceptional ability to distill complex insights for executive and customer audiences through clear, professional communication.