Senior Customer Success Account Manager

Docusign • UNAVAILABLE, UNAVAILABLE

1d • 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 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.

Requirements

• 5+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success, ideally within SaaS offerings
• 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

Nice To Haves

• Strong contract negotiation skills with experience driving contracts to completion on-time
• 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
• Experience with supporting adoption across organizations, serving as a change agent for the customer
• Ability to demonstrate a strategic approach 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

Responsibilities

• 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
• Account 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, Legal, Revenue Operations and Product Management to develop growth and risk mitigation strategies for key accounts
• Improve 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

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

What This Job Offers

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