Job Description

Overview

Sr. Customer Success Account Manager role at DocuSign . This is an individual contributor role reporting to the Senior Manager, Customer Success Account Management. The CSAM is responsible for a portfolio of accounts and renewals in an assigned territory, acting as a customer adoption advisor to drive value and digitalization, and collaborating with the Sales Team.

What you'll do

The Docusign Customer Success Account Manager (CSAM) is responsible for a portfolio of accounts and renewals in an assigned territory. The 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 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 drive accountability with themselves and their business partners, thriving in a fast-paced environment.

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

Responsibilities

• Prevent risk and drive growth in our customers through early engagement, driving value, engaging with key partners 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 Docusigns 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, leveraging key collaborators 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
• Enhance 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

• 5+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success, ideally within SaaS offerings
• Experience with quota-carrying roles and history of meeting key performance indicators
• Experience with deal negotiation cycles with a successful track record
• BA/BS degree or equivalent work experience

Preferred

• Ability to navigate across internally and with the customer in a trusted advisor/consultative approach
• 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 attitude 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

Wage Transparency

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience. Based on applicable legislation, the below details pay ranges in the following locations:

• California: $42.64 - $62.84 base salary
• Illinois, Colorado, Massachusetts and Minnesota: $41.15 - $56.59 base salary
• Washington, Maryland, New Jersey and New York (including NYC metro area): $41.15 - $58.62 base salary
• Washington DC: $42.64 - $58.62 base salary
• Ohio: $38.22 - $52.58 base salary

This Role Is Also Eligible For The Following

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.

Benefits

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Life at DocuSign

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 whats 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.

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 during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice. States Not Eligible for Employment. This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Equal Opportunity Employer. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Sales and Business Development
• Industries: Software Development

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