Strategic 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).

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 adviser 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 favourable 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 Asia.

Responsibility

• Own a portfolio of 1220 strategic accounts and serve as the primary post-sale relationship owner

• Build and execute multi-year success plans with clear outcomes KPIs and value realization milestones

• Map and engage executive sponsors and cross-functional stakeholders; establish governance (steering committees EBR/QBRs)

• Monitor product health and usage; proactively manage risk and drive prescriptive adoption playbooks

• Champion the voice of the customer; synthesize feedback and influence product roadmap and prioritization

• Own or co-own renewals and expansion with Sales; identify qualify and progress upsell/cross-sell opportunities

• Partner with Sales to structure and negotiate renewals/expansions in line with customer outcomes

• Coordinate with Professional Services Support Product and Engineering to resolve escalations and deliver on commitments

• Maintain accurate account plans forecasts and activity in SFDC; deliver executive-ready value reports

• Develop customer advocates; secure references case studies and advisory board participation

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

• 7 years in enterprise Customer Success Account Management or Strategic Consulting within B2B SaaS
• Proven track record delivering GRACV and ACV targets across strategic/global accounts
• Executive presence with experience engaging the C-suite and guiding multi-stakeholder programs
• Experience with the renewals ownership expansion strategy complex negotiation
• Familiarity with enterprise procurement InfoSec and compliance
• Experience with technical aptitude for integrations APIs security and data flows and able to translate business needs into product solutions
• Proficient with CRM/CS tools (e.g. Salesforce Gainsight) and analytics/BI platforms
• Bachelors degree required

Preferred

• Excellent communication facilitation and storytelling skills and have strong value quantification and ROI narratives

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.

EEO Know Your Rights poster