Note: The job is a remote job and is open to candidates in USA. Docusign is a leader in e-signature and contract lifecycle management solutions, serving over 1.5 million customers globally. The Senior Customer Success Account Manager is responsible for managing a portfolio of accounts, driving customer adoption, and ensuring value realization from Docusign's products.
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
Skills
- 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
- 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
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
Company Overview