Lead Customer Success Account Manager

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 peoples 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 Docusigns 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).

We are seeking an experienced and proactive Lead Customer Success Account Manager to join our team in Singapore. As an individual contributor you will be responsible for managing and growing relationships with our most strategic customers ensuring their success and satisfaction with our solutions. You will act as a trusted advisor driving product adoption retention and expansion opportunities within your portfolio of key accounts.

This position is an individual contributor role reporting to the Director CSAM Asia.

Responsibility

• Engage proactively with top customers to prevent risk drive growth and ensure successful renewals by delivering value building executive relationships and engaging key stakeholders
• Achieve financial and strategic targets including revenue bookings billings and retention
• Maintain an accurate rolling forecast for your territory and communicate renewal risks to internal teams developing resolution strategies as needed including executive engagement
• Lead win-win negotiations for Docusigns strategic renewals protecting and enhancing customer trust
• Conduct regular business reviews to ensure customers are adopting and gaining value from our products and that our objectives are aligned
• Drive full adoption strategies across multiple products leveraging key stakeholders within the Docusign ecosystem to deliver comprehensive solutions
• Serve as the primary point of contact for customer escalations facilitating resolution on their behalf
• Collaborate with internal teamssuch as Sales Customer Success Pricing Legal Revenue Operations and Product Managementto develop growth and risk mitigation strategies for key accounts
• Advise customers on advanced features and best practices acting as a Docusign expert to identify process gaps and coordinate successful adoption and deployment
• Maximize account growth by identifying incremental opportunities and involving appropriate internal resources
• Act as the Base Team Lead serving as a coach and advisor to the team (without direct people management responsibilities)
• Analyze your portfolio to prioritize efforts based on usage health data and behavioral patterns ensuring optimal outcomes for both the customer and Docusign
• Travel occasionally (up to 20%) to strengthen customer relationships and partnerships
• Adhere to best practices for internal processes including opportunity management data quality CRM hygiene quoting and forecasting
  

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 positions job designation depending on business needs and as permitted by local law.

Basic

• 12 years of experience in Sales Renewal Management Account Management and/or Customer Success ideally within SaaS offerings
• BA/BS degree or equivalent work experience
• Strong contract negotiation skills with a proven ability to drive complex high-value multi-year contracts to timely completion
• Experience in quota-carrying roles with a demonstrated history of meeting key performance indicators
• Proven success in complex deal negotiations with the ability to navigate both internally and externally as a trusted advisor and to quickly establish credibility with senior executives
• Experience leading adoption strategies across large-scale organizations and serving as a change agent for customers
  

Preferred

• Strong contract negotiation skills with experience driving complex high-value multi-year contracts to completion
• Strategic mindset enabling persuasive value-based conversations with customers at the executive level
• Ability to interact with and influence individuals at all organizational levels from individual contributors to executives
• Adaptability and responsiveness to rapidly shifting priorities
• Strong sense of urgency with excellent organizational and prioritization skills
  Knowledge of or hands-on experience with project management business process reengineering and change
• management methodologies
• Experience with Salesforce
• Ability to conduct value analysis and assess ROI
• Excellent written and verbal communication skills in both English (business level or above) and Mandarin

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: $X/hour - $X/hour or $X - $X base salary

Illinois Colorado Massachusetts and Minnesota: $X/hour - $X/hour or $X - $X base salary

Washington Maryland New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary

Washington DC: $X/hour - $X/hour or $X - $X base salary

Ohio: $X/hour - $X/hour or $X - $X 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.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

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

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 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. And for that youll 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 .

If you experience any issues concerns or technical difficulties during the application process please get in touch with our Talent organization at for assistance.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska Hawaii Maine Mississippi North Dakota South Dakota Vermont West Virginia and Wyoming.

Its important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. 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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