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 people's 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 Docusign's 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 Customer Success Manager is a strategic, customer-facing role responsible for driving the successful adoption, business value realization for our most strategic, complex enterprise customers and facilitating spend growth with Docusign. This role will be solely responsible for leading key customer metrics tied to revenue growth and retention e.g., adoption penetration usage and will operate as a strategic partner to the customer on realizing the full value of the customer investment in the Docusign and internal advocate, ensuring customer alignment with their business objectives and maximizing their return on investment to allow Docusign to generate more revenue.

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

Responsibility

• Own and be responsible for consumption, adoption, and usage metrics tied to revenue commitment from customers to ensure full realization of financial contract value

• Proactively monitor product usage data and implement targeted strategies to ensure consistent and widespread product usage. Analyze usage patterns to provide strategic insights and guidance

• Act as a key partner to Sales to identify adjacent, high value use cases that will drive measurable revenue growth in addition

• Own the creation and execution of a holistic Success Plan in collaboration with Sales and internal Customer Success partners, and the customer, ensuring a clear path to achieving the customer's long-term business objectives

• Act as the strategic advisor, partner, and customer advocate to the customer's executive and technical teams, bringing industry best practices and thought leadership to the relationship. Bring industry best practices and consultative guidance to the customer relationship to ensure strategic, forward-thinking guidance

• Partner with customers to define, track, and validate successful business outcomes, ensuring and demonstrating value realization against their strategic goals. Deliver adoption-related insights and readouts of specific customer achievements

• Identify and mitigate organizational and adoption risk early through proactive stakeholder engagement and executive alignment, owning the mitigation strategy and executive communication

• Serve as the strategic advisor, own partnership with the customer advocating for the customer Docusign's long-term solution roadmap based on their evolving business objectives. Gain consensus with key customer stakeholders on the strategic path forward

• Validate and confirm that all project delivery aligns with the established customer roadmap and the defined business outcomes

• Act as the key point of contact to liaise between the customer and internal teams (Support, TAM, Engineering, Product) to coordinate activities, expedite the resolution of critical/complex issues, and drive transparency and improved communication. Leverage their knowledge and understanding of their customers to bring the voice of our customer into Product, Engineering, and other internal teams

• Collaborate and communicate with Sales and Technical Account Managers to ensure complete alignment on success plans and customer health

• Propel and drive cross-functional opportunities for adoption growth across various internal teams

• Ensure that the Technical Account Manager (TAM) and Support teams have a clear, deep understanding of the customer's specific desired business outcomes, overall solution architecture and configuration, key use cases implemented as well as upcoming roadmap

• Provide necessary support to Sales, who will own the renewal, during the renewal process

• Leverage your comprehensive knowledge of the customer's solution, product usage metrics, and business history to provide crucial context and support a strong retention strategy in partnership with the Account Executive (AE)

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.

Basic

• BA/BS degree or equivalent work experience

• 8+ years of customer-facing experience managing to successful and proven outcomes

• 5+ years of experience in an Enterprise Customer Success, Strategic Account Management, or Consulting role within a SaaS organization

• Experience driving adoption, organizational change management, and measuring ROI for complex enterprise accounts

• Experience in project management and cross-functional coordination

• Experience building strong relationships and influencing senior-level stakeholders (VP, C-level)

Preferred

• Excellent communication, presentation, and strategic planning skills

• Proven ability to develop and execute a formal Customer Success Plan that aligns with customer corporate strategy

• Salesforce and Gainsight experience

• Strong commercial acumen and ability to identify and support strategic expansion opportunities

• Fluency in key customer-facing analytics and business intelligence tools

• Deep subject matter expertise in at least one industry. This should include fluency in any regulatory or compliance requirements

• Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric

• Ability to build effective strategy (both with our customers and internally) and couple it with execution

• Ability to interact with and influence all levels from individual contributors to executives

• Proven record of meeting performance goals

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: $119,600.00 - $179,800.00 base salary

Illinois, Colorado, Massachusetts and Minnesota: $117,200.00 - $169,925.00 base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $117,200.00 - $173,375.00 base salary

Washington DC: $119,600.00 - $173,375.00 base salary

Ohio: $114,400.00 - $165,925.00 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 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 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, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com 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.

It's 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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