Company Overview
Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).
What you'll do
The Docusign Senior Customer Success Account Manager (CSAM) is responsible for a portfolio of accounts and renewals in a designated territory. The CSAM acts as a customer adoption consultant, driving return on investment for our customers with Docusign and unlocking further digitalization. Within their defined territory, the CSAM is responsible for developing and implementing effective customer success and value strategies, identifying growth opportunities, negotiating favorable renewal terms, and providing insights to the business and customers that improve future outcomes. This role will be a valuable member of the account team, working in collaboration with our sales team (account executives). The ideal candidate will hold themselves and their business partners accountable, succeeding in a fast-paced environment.
This position is an individual contributor role reporting to the Director of Customer Success Account Management.
Responsibility
- Prevent risks and drive growth for our customers through early engagement, generating value, engaging with key partners as measured by renewal outcomes
- Achieve financial and strategic targets for revenue, bookings, and billing
- Maintain and update an accurate and ongoing forecast of their territory and communicate any renewal risks to internal resources to develop resolution strategies
- Own and implement win-win negotiation strategies for Docusign’s strategic renewals, safeguarding and improving customer trust
- Conduct regular business reviews with our customers to ensure they are satisfied and gaining value from our product, and that we are aligned with their primary goals
- Be responsible for the full adoption strategy, using key partners across the Docusign ecosystem to provide comprehensive pathways to success
- Serve as the primary point of contact and facilitator on behalf of our customers for any escalation concerns
- Collaborate with internal resources, such as but not limited to Sales, Customer Success, Pricing, Legal, Revenue Operations, and Product Management to develop growth and risk mitigation strategies for key accounts
- Improve account growth by taking an active role in the account team, helping to identify incremental growth opportunities within the account and engaging appropriate internal resources when applicable
- Evaluate your portfolio and efficiently analyze usage, health, data, and behavioral patterns to prioritize time and drive the most favorable outcomes for the customer and Docusign
- Follow standard methodologies for all internal processes, including opportunity management, data quality and accuracy, CRM hygiene, quotes, and forecasts
- Own the renewal process, ensuring key deadlines are met and the renewal is mutually beneficial
Job Designation
Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.
Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.
What you bring
Basic
- 5+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success, ideally within SaaS offerings
- Experience with quota-carrying roles and meeting key performance indicators
- Experience with deal negotiation cycles
- BA/BS degree or equivalent work experience
Preferred
- Strong contract negotiation skills with experience driving contracts to completion on-time
- Experience with supporting adoption across organizations, serving as a change agent for the customer
- Ability to demonstrate a strategic approach to enable persuasive value conversations with customers at an executive level
- Ability to react and adapt to potential rapid shifts in priorities
- Strong level of urgency, organization and prioritization skills
- Salesforce experience
- Excellent written and verbal communication skills
- Ability to convey value through interactions with customers
Life at Docusign
Working here
Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.
We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.
Accommodation
Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.
If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.
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