Senior Manager, Customer Success Account Management

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 Sr. Manager, Customer Success Account Management is a role responsible for managing key aspects of the post-sale customer lifecycle, focused on retention and growth. They are a proven leader with a track record of scaling SaaS organizations. They will execute on the strategy necessary for achieving retention, churn and growth quotas for their assigned team and customer base. This leader will manage a team of individual Customer Success Account Managers, and be responsible for growth, development and enablement. They will be a customer-first leader, dedicated to continuing to improve the customer experience through their intentional playbooks and processes. Additionally, this individual will excel and champion cross-functional initiatives to maximize retention, building strong alignment with key business partners.

 

This position is a people manager role reporting to the Senior Director, Customer Success Account Management.

Responsibility

• Manage team of individual Customer Success Account Managers, responsible for their professional growth and development

• Hire and develop Customer Success Account Managers to meet retention and growth targets

• Achieve financial and strategic revenue, bookings and billings targets for their assigned quotas and targets

• Maintain and update an accurate rolling retention and churn forecast of their team’s territory and communicate any risk to executive leadership

• Implement scalable processes and playbooks that drive the team’s metrics forward

• Champion cross-functional initiatives to improve gross retention and upsell outcomes

• Partner closely with leaders from across the Docusign ecosystem, driving unified initiatives forward

• Serve as a customer escalation point for their team in driving satisfaction and negotiations, while protecting and enhancing customer trust

• Set the culture, pace and expectations for their individual teams

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

• 8+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success
• 3+ years leadership experience in customer success, account management, consultative sales and/or business consulting
• BA/BS degree
• Experience leading and building teams of individuals that consistently meet and exceed established goals
• Experience with negotiating with C-level executives
• Experience with leading an adoption strategy across organizations, serving as a change agent for the customer

Preferred

• Proven record of meeting performance goals
• Experience in a field organization with targets and financial goals
• Able to attract and retain talent
• Creates a professional culture that encourages innovation, motivates employees, and delivers outcomes
• Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, and/or occasionally, unprecedented
• Manage and coach the team to drive the customer journey process inclusive of all stages from including implementation through renewal
• Coach, develop, and manage elements from customer communications, presentations, RFP submissions, client negotiations, and change management and signing the deal
• Experience with enterprise content and/or contract platforms such as ECM, Document Management, Contract Management, eDiscovery or BPM systems and related implementations
• Background using data and analytics in decision