Customer Success Account Manager

Docusign • UNAVAILABLE, UNAVAILABLE

23h • Remote

About The Position

The Docusign Customer Success Account Manager (CSAM) is responsible for owning a portfolio of accounts and renewals in an assigned territory. The CSAM supports customer adoption, driving a return on our customers' investment in Docusign and unlocking further digitalization. Within their defined territory, the CSAM 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. The CSAM is a valuable member of the Account team, working in collaboration with our Sales Team (Account Executives). The ideal 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.

Requirements

• 3+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success
• Experience with quota-carrying roles and meeting key performance indicators
• Experience with deal negotiation cycles
• Experience navigating internally and with the customer in a consultative approach
• BA/BS degree or equivalent work experience

Nice To Haves

• Experience within SaaS offerings
• Contract negotiation skills with experience driving contracts to completion on-time
• Experience with deal negotiation cycles with a successful track record, ability to navigate across internally and with the customer in a trusted advisor approach
• Experience with supporting adoption across organizations, serving as a change agent for the customer
• Ability to react and adapt to potential rapid shifts in priorities
• Urgency, organization and prioritization skills
• Salesforce experience
• Written and verbal communication skills

Responsibilities

• Prevent risk and drive growth in our customers through 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 select business reviews with critical customers to ensure that they are adopted and deriving value from our product, and we are aligned with our customers primary objectives
• Serve as the primary point of contact and facilitation on behalf of our customers for any issue 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
• 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

Benefits

• 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.
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree