[Hiring] Senior Manager, Customer Success Account Management @Docusign

Role Description

The Sr. Manager, Customer Success Account Management is a role responsible for managing key aspects of the post-sale customer lifecycle, focused on adoption, retention, and growth. This leader will lead a team of individual Customer Success Account Managers, and be responsible for growth, development, and enablement. They will be a customer-first leader, dedicated to continuing to improve the customer experience through their intentional playbooks and processes. Additionally, this individual will excel and champion cross-functional initiatives to improve retention, building strong alignment with key business partners. This manager will build, develop, and support a collaborative and results-driven team culture and environment allowing their team members to thrive.

This position is a people manager role reporting to the Director, Customer Success Manager.

Responsibilities

• Lead a team of individual Customer Success Account Managers, and be responsible for their professional growth and development.
• Hire and develop Customer Success Account Managers to meet retention and growth targets.
• Achieve financial and strategic revenue bookings and billings objectives for their assigned quotas and targets.
• Maintain and update a rolling retention and churn forecast of their team’s territory accurately and communicate any risk to executive leadership.
• Implement scalable processes and playbooks that drive the team’s metrics forward.
• Champion cross-functional initiatives to improve gross retention and upsell outcomes.
• Partner closely with leaders from across the Docusign ecosystem, driving unified initiatives forward.
• Serve as a customer escalation point for their team in driving satisfaction and negotiations, while protecting and enhancing customer trust.
• Set the culture, pace, and expectations for their individual teams.

Qualifications

• 8+ years of experience in Renewal Management and/or Customer Success, consultative sales or business consulting, preferably within a SaaS model.
• 8+ years of experience in sales methodologies used to prospect within the account, consult with the client on business issues, create and present proposals, negotiate terms, and close sales.
• Experience leading big teams.

Preferred Qualifications

• Proven record of meeting performance goals.
• Experience in a field organization with targets and financial goals.
• Able to attract, coach, and retain talent.
• Experience creating a professional culture that encourages innovation, motivates employees, and delivers outcomes.
• Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, and/or occasionally, unprecedented.
• Manage and coach the team to drive the customer journey process inclusive of all stages, including implementation through renewal.
• Coach, develop, and manage elements from customer communications, presentations, RFP submissions, client negotiations, and change management and signing the deal.
• Experience with enterprise content and/or contract platforms such as ECM, Document Management, Contract Management, eDiscovery or BPM systems and related implementations.
• Background using data and analytics in decision making.
• Ability to interact and influence all levels and divisions within an organization.
• Change management and Leading Change methodology and/or first-hand experience.
• Excellent communication and presentation skills, both written and verbal.
• Fluency with AI and machine learning technologies and implementations. Comfortable using AI-assisted workflows.
• Project management, business process reengineering knowledge and/or first-hand experience.
• Salesforce and Gainsight experience.
• Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric.
• Strong experience in forecast and result management (churn).
• Strong experience in people management and leadership skills.
• Process Management.
• Willingness and ability to travel as necessary.

Wage Transparency

• California: $135,100.00 - $201,450.00 base salary.
• Illinois, Colorado, Massachusetts and Minnesota: $131,800.00 - $191,200.00 base salary.
• Washington, Maryland, New Jersey and New York (including NYC metro area): $131,800.00 - $195,925.00 base salary.
• Washington DC: $135,100.00 - $195,925.00 base salary.
• Ohio: $128,200.00 - $185,875.00 base salary.

Benefits

• 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.

Equal Opportunity Employer

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.