Company Overview
Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).
What you'll do
The Docusign Senior 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 digitalisation. 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 Manager, Customer Success Account Management.ResponsibilityPrevent risk and drive growth in our customers through early engagement, driving value, engaging with key partners as measured by renewal outcomesAchieve financial and strategic revenue, bookings and billings targetsMaintain and update a rolling forecast of your territory and communicate any renewal risk to internal resources in order to develop resolution strategiesOwn and implement win/win negotiation strategies for Docusign’s strategic renewals while protecting and enhancing customer trustConduct 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 objectivesBe accountable for the full adoption strategy, using key collaborators across the Docusign ecosystem to deliver comprehensive paths for successServe as the primary point of contact and facilitation on behalf of our customers for any concerns and/or blocking issuesCollaborate 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 accountsEnhance 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 applicableEvaluate your portfolio and effectively analyse usage, health, data, and behavioral patterns to prioritize time to render the most favorable outcomes for the customer and DocusignFollow and adhere to standard methodologies for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting
Job Designation
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. 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 offeringsExperience with quota-carrying roles and history of meeting key performance indicatorsExperience with deal negotiation cycles with a successful track record, ability to navigate across internally and with the customer in a trusted advisor/consultative approachBA/BS degree or equivalent work experiencePreferred Strong contract negotiation skills with experience driving contracts to completion on-timeExperience with supporting adoption across organizations, serving as a change agent for the customerAbility to demonstrate a strategic approach to enable persuasive value conversations with customers at an executive levelAbility to react and adapt to potential rapid shifts in prioritiesStrong level of urgency, organization and prioritization skills Salesforce experienceExcellent written and verbal communication skillsAbility to convey value through interactions with customers
Wage Transparency
Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience. Based on applicable legislation, the below details pay ranges in the following locations: California: $X/hour - $X/hour or $X - $X base salary Illinois and Colorado: $X/hour - $X/hour or $X - $X base salary Washington, New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary Washington DC: $X/hour - $X/hour or $X - $X base salary This role is also eligible for the following: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.Stock: This role is eligible to receive Restricted Stock Units (RSUs). Global benefits provide options for the following:Paid Time Off: earned time off, as well as paid company holidays based on regionPaid Parental Leave: take up to six months off with your child after birth, adoption or foster care placementFull Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employmentRetirement Plans: select retirement and pension programs with potential for employer contributionsLearning and Development: options for coaching, online courses and education reimbursementsCompassionate Care Leave: paid time off following the loss of a loved one and other life-changing events
Life at DocuSign
Working hereDocusign 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. AccommodationDocusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com. If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance. Applicant and Candidate Privacy Notice
States Not Eligible for Employment
This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.
EEO Statement
It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category. EEO Know Your Rights poster