Job Description

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 completing 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 Director, Renewal Management ANZ.

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 accurately
  to internal resources in order to develop resolution strategies
• Own and complete 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, demonstrating key collaborators across the Docusign ecosystem to deliver well-rounded paths for success
• Serve as the primary point of contact and facilitation on behalf of our customers for any critical issue and 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 standard methodologies for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting
• Perform ad-hoc duties as directed by management

Job Designation

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

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position’s job designation depending on business needs and as permitted by local law.

What you bring

Basic 

• 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
• BA/BS degree or equivalent work experience

Preferred 

• Strong 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/consultative approach
• Experience with supporting adoption across organizations, serving as a change agent for the customer
• Ability to demonstrate a strategic attitude 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

Life at Docusign

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.