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.What you'll do The Sr. Director, Customer Success Account Management is a high-impact role responsible for managing key aspects of the post-sale customer lifecycle, focused on retention and growth.
They will carry out the necessary strategy to achieve retention, churn, and growth quotas for their assigned team and customer base.
This leader will drive their organization's strategy and lead the overall performance of people and processes to achieve the highest levels of customer retention, engagement, and satisfaction.ResponsibilitiesImplement their team's vision and strategy and lead the overall performance of people and process to achieve the highest levels of retention, growth, and satisfaction for the customer base.Achieve financial and strategic revenue, bookings, and billings targets for their assigned quotas and targets.Maintain and update a rolling retention and churn forecast of their team's territory and communicate any risk to executive leadership.Establish highly repeatable and scalable processes and playbooks that drive the team's vision and metrics forward.Champion cross-functional initiatives to improve gross retention and upsell outcomes.Partner closely with leaders from across the DocuSign ecosystem, driving unified initiatives forward.Serve as a customer escalation point for Docusign's most strategic and highest value customers for customer satisfaction and deal negotiations.Set the culture, pace, and expectations for their individual teams.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.What you bring Basic10+ years of experience within Sales, Renewal Management, Account Management, and/or Customer Success - ideally within SaaS offerings.7+ years leadership experience in customer success, account management, consultative sales, and/or business consulting.BA/BS degree.Experience leading and building teams of individuals that consistently meet and exceed established goals.Comfortable owning, protecting, and growing the financial outcomes of a $100M+ book of business.Experience with leading leaders.Executive-level experience in B2B customer success roles.Experienced with negotiating with C-level executives.Experience with leading an adoption strategy across organizations.Experience meeting performance goals.PreferredExperience in a field organization with targets and financial goals.Able to attract and retain talent.Creates a professional and inclusive culture that encourages innovation, motivates employees, and delivers outcomes.Demonstrated ability to successfully resolve complex and diverse situations.Manage and coach the team to drive the customer journey process, including implementation through renewal.Excellent communication and presentation skills, both written and verbal.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.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 ******.#J-18808-Ljbffr