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

As a Lead Customer Account Manager (CSAM), you will be responsible for managing a portfolio of strategic customers with a focus on renewal and adoption outcomes. You’ll partner across functions to drive long-term value, growth, and successful renewals while acting as a trusted advisor. You will lead cross-functional strategies, guide product adoption, and help transform the customer experience through personalized engagement and proactive support. Your impact will be measured by your ability to prevent risk, expand relationships, and surface new opportunities within key accounts.

 

This position is an individual contributor reporting to a Senior Manager, Customer Success Account Manager.

 

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 a rolling forecast of your territory and communicate any renewal risk to internal resources in order to develop resolution strategies, up to and including Executive Engagement

• Own and implement win/win negotiation strategies for Docusign’s strategic renewals 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

• Be accountable for the full adoption strategy, using key partners across the Docusign ecosystem to deliver comprehensive paths for success

• Serve as the primary point of contact and facilitation 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

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

• 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, and involving the appropriate internal resources where applicable

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

• Experience with quota-carrying roles and proven history of meeting key performance indicators

• Experience with deal negotiation cycles with a successful track record, ability to navigate across internally and with the customer in a trusted advisor/consultative approach and establishing credibility quickly with senior level executives across the organizations

• BA/BS degree or equivalent work experience

Preferred

• Strong contract negotiation skills with experience driving high value contracts to completion on-time

• Experience with leading an adoption strategy 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 execu