Strategic Customer Success 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 Manager (CSM) is responsible for owning a portfolio of our most complex high-value accounts and renewals in an assigned territory. The Strategic CSM serves as a trusted executive advisor driving measurable return on investment for our customers and unlocking enterprise-wide digitalization at scale. Within their defined territory the Strategic CSM is responsible for developing and executing sophisticated customer success and value strategies identifying significant growth opportunities leading complex negotiations to favorable renewal outcomes and delivering insights that drive transformational change for customers and the business. The Strategic CSM is a critical member of the Account team working in close partnership with our Sales Team (Account Executives) and cross-functional stakeholders.

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

Responsibility

• Prevent risk and accelerate growth across a portfolio of strategic accounts through proactive executive engagement value realization and alignment with key stakeholders as measured by renewal and expansion outcomes

• Achieve financial and strategic revenue bookings and billings targets across a high-value territory

• Maintain and communicate a rolling forecast of your territory surfacing renewal risk early and partnering with internal resources to develop resolution strategies

• Own and lead complex executive-level negotiation strategies for Docusigns most strategic renewals while protecting and deepening customer trust

• Conduct regular executive business reviews with customers to ensure enterprise-wide adoption quantifiable value realization and alignment with their primary business objectives

• Develop and own comprehensive adoption strategies for complex multi-stakeholder environments leveraging key partners across the Docusign ecosystem to deliver transformational outcomes

• Serve as the primary point of contact and escalation owner on behalf of strategic customers driving swift resolution while maintaining long-term relationship health

• Collaborate cross-functionally with Sales Customer Success Pricing Legal Revenue Operations and Product Management to design and execute growth and risk mitigation strategies for the most critical accounts in the portfolio

• Drive account expansion by serving as a senior voice within the account team identifying and developing incremental growth opportunities and orchestrating the appropriate internal resources to execute

• Apply rigorous portfolio analysis evaluating usage trends health signals engagement data and behavioral patterns to prioritize high-impact activities and deliver favorable outcomes for customers and Docusign

• Champion best practices across all 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

• 6 years of experience within Sales Renewal Management Account Management and/or Customer Success ideally within SaaS offerings and enterprise accounts

• Demonstrated success in quota-carrying roles with a consistent track record of meeting or exceeding key performance indicators on a complex high-value book of business

• BA/BS degree or equivalent work experience
  

Preferred

• Proven ability to navigate multi-stakeholder executive-level deal cycles using a trusted advisor and consultative approach

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

• Experience driving enterprise-wide adoption across large organizations acting as a strategic change agent at the executive level

• Demonstrated ability to lead persuasive value conversations with C-suite and senior executives connecting Docusigns capabilities to customers top business priorities

• Proven ability to manage ambiguity and adapt quickly to shifting priorities across a strategic portfolio

• Strong executive presence with superior organizational prioritization and communication skills

• Excellent written and verbal communication skills

• Ability to influence outcomes through high-trust relationships with both customers and internal partners

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

Canada: CAD $X/hour - CAD $X/hour or CAD $X - CAD $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

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time permanent basis without the need for current or future sponsorship.

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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