Sr. Customer Success Account Manager

Company Overview

DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world’s #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people’s lives.

What you'll do

The DocuSign Customer Account Manager (CAM) is responsible for a portfolio of accounts and renewals in an assigned territory. The CAM serves as a customer adoption advisor, driving a return on  our customers’ investment in DocuSign and unlocking further digitalization. Within their defined territory,  the CAM 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 the Director, Customer Success Account Management. 

Responsibility

• 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 accurately 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 improving customer trust 
• Conduct regular business reviews with our customers to ensure that they are embraced and  deriving value from our product, and we are aligned with their primary objectives
• Be accountable for the full adoption strategy, using 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 optimally analyze usage, health, data, and behavioral patterns to  prioritize time to render the most favorable outcomes for the customer and DocuSign. 
• Follow best practices for all internal processes including, opportunity management,  data quality and accuracy, CRM hygiene, quotes and forecasting  
• Be an owner of the renewal process, ensuring that key timelines are met and the renewal is mutually beneficial

Job Designation

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

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 proven history of meeting key performance indicators 
• Experience with deal negotiation cycles with a successful track record
• 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 provides reasonable accommodations for qualified individuals with disabilities in job application procedures. If you need such an accommodation, including if you need accommodation to properly utilize our online system, you may contact us at **************@docusign.com.  

If you experience any technical difficulties or issues during the application process, or with our interview tools, please reach out to us at *****@docusign.com for assistance.

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