Strategic Customer Success 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 Manager (CSM) is responsible for owning a portfolio of accounts and renewals in an assigned territory. The Strategic CSM 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 CSM 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 CSM is a valuable member of the Account team, working in collaboration with our Sales Team (Account Executives). The ideal Strategic CSM 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 Senior Manager, Customer Success Management. Responsibility Prevent risk and drive growth in our customers through early engagement, driving value, engaging with key collaborators 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 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 Account for the full adoption strategy, leveraging 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 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 Evaluate your portfolio and effectively analyze usage, health, data, and behavioral patterns to prioritize time to render the most favorable outcomes for the customer and Docusign Follow and adhere to best practices for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting 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, ideally within SaaS offerings Experience with quota-carrying roles and proven history of meeting key performance indicators Experience with deal negotiation cycles with a successful track record, and experience navigating across internally and with the customer in a trusted advisor/consultative approach 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. Applicant and Candidate Privacy Notice #LI-Remote The Docusign Strategic Customer Success Manager (CSM) is responsible for owning a portfolio of accounts and renewals in an assigned territory. The Strategic CSM 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 CSM 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 CSM is a valuable member of the Account team, working in collaboration with our Sales Team (Account Executives). The ideal Strategic CSM 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 Senior Manager, Customer Success Management. Responsibility Prevent risk and drive growth in our customers through early engagement, driving value, engaging with key collaborators 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 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 Account for the full adoption strategy, leveraging 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 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 Evaluate your portfolio and effectively analyze usage, health, data, and behavioral patterns to prioritize time to render the most favorable outcomes for the customer and Docusign Follow and adhere to best practices for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting Basic 8+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success, ideally within SaaS offerings Experience with quota-carrying roles and proven history of meeting key performance indicators Experience with deal negotiation cycles with a successful track record, and experience navigating across internally and with the customer in a trusted advisor/consultative approach 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