Team Lead - Digital Customer Success Programs

About Responsive

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.io.

About the Role

As the Team Lead - Digital Customer Success Programs, you will support the daily operations, execution, and leadership of our India-based Digital CS team. This role will blend people leadership and hands-on involvement in the design, implementation, and iteration of our digital customer success programs. You’ll oversee and collaborate with a team of Digital Project Managers and a Community Manager to ensure they are aligned, productive, and delivering high-quality digital CS programs at scale.

Reporting directly to the Manager of Digital Customer Success (based in the U.S.), you will serve as the primary point of contact for team operations in India. This includes helping to drive program planning, accountability, team mentorship, performance tracking, and consistent communication with global stakeholders.

This is an ideal opportunity for someone with experience in Customer Success, Program Management, or Community Management who is ready to take on leadership responsibilities while staying close to the work.

What You’ll Be Doing

Team Leadership & Operations:

• Mentor, guide, and support the Digital Project Managers and Community Manager to help them achieve program and performance goals.
• Serve as the daily team lead for India-based DCS staff, ensuring alignment, productivity, and collaboration.
• Translate strategic vision and direction from the Digital CS Manager into actionable workstreams.
• Establish and track project timelines, milestones, and deliverables across the team.
• Oversee execution teams, assign responsibilities, and ensure timely task completion.
• Lead regular team syncs, report on progress, and escalate issues or blockers.

Program Execution & Collaboration:

• Stay hands-on with program strategy and execution — including Gainsight JO setup, in-app PX programming, and other digital CS workflows.
• Review, test, and refine the team’s work for quality and alignment.
• Collaborate with cross-functional partners (e.g., CS Ops, Academy, Support, Product) to support timely execution and effective scaling.

Reporting & Communication:

• Serve as a primary contact between the India-based DCS team and US management team, aligning on goals and timelines.
• Own reporting on deliverables and program outcomes to ensure visibility into team activity, engagement impact, and digital CS effectiveness.
• Maintain clear documentation of initiatives and ensure regular communication with the DCS Manager.
• Help streamline stakeholder communications and reduce information silos.

Training & Development:

• Support onboarding of new team members and help identify ongoing skill development opportunities.
• Promote a positive and collaborative team culture focused on experimentation, iteration, and shared learning.

Education

• Bachelor’s degree in Business or related field of study

Experience

• 5-8 years progressive experience in program/project management, process improvement, or a related field (Customer Success or Operations roles within a SaaS environment).
• Previous experience as a senior individual contributor with exposure to people mentorship or team coordination.
• Demonstrated experience designing and launching scalable digital programs to support SMB & Mid-Market CSM teams 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 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 & Ability

• 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 digital engagement strategies, lifecycle programming, and customer enablement.
• Hands-on experience with 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.