Strategic Customer Success Account Manager

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 Strategic Customer Success Account Manager (CSAM) is a high-impact, multi-faceted position, responsible for owning a portfolio of strategic accounts and renewals in an assigned territory. The Strategic CSAM serves as a customer adoption advisor, driving a return on our customers’ investment in Docusign and unlocking further digitalization. Within their defined territory, the Strategic CSAM is responsible for developing and driving 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. The Strategic CSAM is a critical member of the Account team, working in collaboration with our Sales Team (Account Executives). The ideal Strategic CSAM candidate will drive accountability with themselves and their business partners, thriving in a fast-paced environment.

 

This position is an individual contributor role reporting to the Director, Customer Success Account Management.

 

Responsibility

• Prevent risk and drive growth in our top customers through early engagement, driving value, engaging with key collaborators and mapping our customers to our executives as measured by renewal outcomes

• Achieve financial and strategic revenue, bookings and billings targets

• Maintain and update accurate rolling forecasts of your territory andcommunicate any renewal risk to internal resources in order to developresolution strategies, up to and including Executive Engagement

• Own and implement win/win negotiation strategies for Docusign’s strategicrenewals while protecting and enhancing customer trust

• Conduct regular business reviews with our customers to ensure that they are adopted and deriving value from our product, and we are aligned with our customers primary objectives

• Accountable for the full adoption strategy, using key collaborators across the Docusign ecosystem to deliver holistic paths for success

• Serve as the primary point of contact and facilitation on behalf of ourcustomers 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

• Discuss and advise on core functionality and features beyond the fundamentals, and is able to effectively communicate the art of what ispossible

• Act as a Docusign expert for our customers, identifying process gaps and coordinating with Docusign resources to ensure successful adoption and deployment

• Improve account growth by taking a major role within the account team,helping to identify incremental growth opportunities within the account, andinvolving the appropriate internal resources where applicable

• Evaluate your portfolio and effectively analyze usage, health, data, andbehavioral patterns to prioritize time to render the most favorable outcomesfor the customer and Docusign

• Travel occasionally to build customer relationships and improve overallpartnership (up to 10%)

• Follow and adhere to standard methodologies for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting

• Be available to come onsite when required

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