Customer Success Manager

Customer Success Manager

RealResponse

About RealResponse

RealResponse is the trusted platform for anonymous reporting, feedback, and real-time engagement across athletics, education, and organizations worldwide.

We partner with hundreds of athletic departments, colleges and universities, professional sports leagues and clubs, governing bodies, and integrity organizations. Our platform empowers students, athletes, and employees to speak up, share feedback, and seek help in a secure, responsive environment.

RealResponse is helping organizations build cultures of trust, accountability, and care by streamlining communication and enabling confidential, meaningful dialogue around wellness, safety, and health. As adoption continues to grow across higher education, we are expanding our team and looking for a standout teammate to help scale this momentum.

RealResponse is based in Charlotte, NC, with a fully remote team across the U.S.
Learn more at: www.realresponse.com

Position Overview

We are seeking an exceptional Customer Success Manager (CSM) to join our team. This role is ideal for someone who loves working closely with partners, thrives in a collaborative environment, and is motivated by delivering real value every day.

As part of the Customer Success team, reporting to the Senior Director of Customer Success, you will own and manage a defined book of clients. You’ll serve as a trusted advisor - guiding customers through implementation, adoption, renewal, and expansion - while delivering an exceptional end-to-end customer experience.

This role regularly leads onboarding and training sessions for senior leadership, requiring confidence presenting to executive audiences and facilitating strategic, cross-functional conversations.

This role is not quota-carrying, but works closely with Sales to support renewals and identify opportunities for thoughtful, relationship-driven growth.

Key Responsibilities

• Build and maintain strong, long-term relationships with customers, serving as their primary point of contact and advocate

• Proactively understand customer goals, challenges, and success metrics to drive adoption, engagement, retention, and growth

• Support the full customer lifecycle, including onboarding, implementation, training, ongoing value delivery, renewals, and expansion

• Lead onboarding, implementation, and training sessions, including presentations to senior campus leadership and cross-functional executive teams

• Develop deep expertise in the RealResponse platform to design thoughtful, effective solutions for partners

• Create and implement new approaches to customer engagement, communication, and education

• Collaborate cross-functionally with Sales, Marketing, Product, and Leadership to support partner success

• Represent RealResponse through professional networking and industry engagement

• Contribute to continuous improvement of customer success processes and best practices

Relevant Skills & Experience

• Strong customer-facing skills with a relationship-first mindset

• Passion for building trust and delivering meaningful outcomes for partners

• Experience managing customer relationships and customer-centric projects

• Ability to analyze data and business metrics to improve customer experience and support retention and growth

• Curiosity and adaptability in learning new tools, markets, and functional areas

• Self-motivated, organized, and comfortable managing multiple priorities

• Confident communicator with a positive, collaborative approach

Job Requirements

• 5–7 years of progressive experience working on-campus in student-facing roles and/or managing customer relationships in a SaaS or technology-enabled environment

• Exceptional verbal and written communication skills, including the ability to present to senior leaders and key decision-makers

• Strong emotional intelligence and ability to work effectively with diverse stakeholders

• Proven organizational and time-management skills in a fast-paced environment

• Willingness to incorporate feedback and collaborate closely with colleagues and customers

Benefits & Compensation

RealResponse offers a competitive compensation and benefits package, including medical, dental, vision, life & disability insurance, a 401(k) with employer matching, generous paid time off, and flexible work/life programs.