Company OverviewDocusign 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 doThe Docusign Customer Success Account Manager (CSAM) is responsible for a portfolio of accounts and renewals in an assigned territory. The 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 CSAM is responsible for developing and implementing 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. This role will be a valuable member of the Account team, working in collaboration with our Sales Team (Account Executives). The ideal 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, 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 accurately 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 improving customer trustConduct regular business reviews with our customers to ensure that they are embraced and deriving value from our product, and we are aligned with their primary objectivesBe accountable for the full adoption strategy, using key partners 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 escalation concernsCollaborate 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 accountsImprove 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 optimally analyze usage, health, data, and behavioral patterns to prioritize time to render the most favorable outcomes for the customer and DocuSign.Follow best practices for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecastingBe an owner of the renewal process, ensuring that key timelines are met and the renewal is mutually beneficialWhat you bringBasic8+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success - ideally within SaaS offeringsExperience with quota-carrying roles and proven history of meeting key performance indicatorsExperience with deal negotiation cycles with a successful track recordBA/BS degree or equivalent work experiencePreferredStrong 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 skillsSalesforce experienceExcellent written and verbal communication skillsAbility to convey value through interactions with customers
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