Strategic Customer Success Account Manager

About the role

The Docusign Strategic Customer Success Account Manager (CSAM) is a high-impact, multi-faceted position responsible for owning a portfolio of strategic accounts and renewals in an assigned territory. The role serves as a customer adoption advisor, driving a return on customers' investment in Docusign and unlocking further digitalization.

Responsibilities

• Prevent risk and drive growth in our top customers through early engagement, driving value, engaging with key collaborators and mapping our customers to our executives 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, up to and including Executive Engagement
• 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
• 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
• Discuss and advise on core functionality and features beyond the fundamentals, and be able to effectively communicate the art of what is possible
• Act as a Docusign expert for our customers, identifying process gaps and coordinating with Docusign resources to ensure successful adoption and deployment
• 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
• Travel occasionally to build customer relationships and improve overall partnership, up to 10%

Requirements

• Basic 8+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success
• Experience with quota-carrying roles and proven history of meeting key performance indicators
• Experience with deal negotiation cycles with a successful track record, experience navigating across internally and with the customer in a trusted advisor/consultative approach and establishing credibility quickly with senior level executives across the organizations
• Strong contract negotiation skills with experience driving high value contracts to completion on-time
• Experience with leading an adoption strategy 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 interact with and influence all levels from individual contributors to executives
• Strong level of urgency, organization and prioritization skills
• Excellent written and verbal communication skills

Qualifications

• BA/BS degree or equivalent work experience

Skills

• Strong contract negotiation skills
• Ability to demonstrate a strategic approach to enable persuasive value conversations with customers at an executive level
• Ability to interact with and influence all levels from individual contributors to executives
• Strong level of urgency, organization and prioritization skills
• Excellent written and verbal communication skills

Benefits

• Paid Time Off
• Paid Parental Leave
• Full Health Benefits Plans
• Retirement Plans
• Learning and Development
• Compassionate Care Leave
• Stock: Restricted Stock Units (RSUs)

Pay

• Based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.
• Pay ranges in the following locations:
• California: $111,000.00 - $158,400.00 base salary
• Illinois, Colorado, Massachusetts and Minnesota: $104,200.00 - $151,075.00 base salary
• Washington, Maryland, New Jersey and New York (including NYC metro area): $104,200.00 - $152,700.00 base salary
• Washington DC: $111,000.00 - $152,700.00 base salary
• Ohio: $100,400.00 - $145,550.00 base salary

Schedule

• Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.