Senior Customer Success Account Manager

Company Overview

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).

What you'll do

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 driving 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. The Senior CSAM is a valuable member of the Account team, working in collaboration with our Sales Team (Account Executives). The ideal Senior CSAM 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 Senior Manager, Customer Success Account Management.

Responsibility

• Prevent risk and drive growth in our customers through early engagement, driving value, engaging with key collaborators as measured by renewal outcomes

• Achieve financial and strategic revenue, bookings and billings targets

• Maintain and update 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 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 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, …