[Hiring] Senior Customer Success Account Manager @Docusign

Role Description

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

• Developing and executing effective customer success and value strategies.
• Identifying growth opportunities.
• Negotiating favorable renewal terms.
• Providing insights to the business and customers that improve future outcomes.

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

Responsibilities

• Prevent risk and drive growth in our customers through early engagement, driving value, engaging with key stakeholders as measured by renewal outcomes.
• Achieve financial and strategic revenue, bookings, and billings targets.
• Maintain/update a rolling forecast of your territory and communicate any renewal risk to internal resources in order to develop resolution strategies.
• Own and execute win/win negotiation strategies for Docusign’s strategic renewals while protecting and enhancing customer trust.
• Conduct regular business reviews with our customers to ensure that they are adopted and deriving value from our product and we are aligned with our customers' primary objectives.
• Be accountable for the full adoption strategy, leveraging key stakeholders across the Docusign ecosystem to deliver holistic 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 Sales, Customer Success, Pricing, Legal, Revenue Operations, and Product Management to develop growth and risk mitigation strategies for key accounts.
• Maximize 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 effectively analyze usage, health, data, and behavioral patterns to prioritize time to render the most favorable outcomes for the customer and Docusign.
• Follow and adhere to best practices for all internal processes including opportunity management, data quality and accuracy, CRM hygiene, quotes, and forecasting.

Qualifications

• 5+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success - ideally within SaaS offerings.
• Experience driving contracts to completion on-time, with strong contract negotiation skills.
• Experience with quota-carrying roles and proven history of meeting key performance indicators.
• Experience with deal negotiation cycles with a successful track record, ability to navigate across internally and with the customer in a trusted advisor/consultative approach.
• BA/BS degree or equivalent work experience.
• Fluency in English AND French required.

Preferred Qualifications

• 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 mindset 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.

Wage Transparency

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.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

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.