Senior Manager, Customer Success Management

Company Overview

Docusign brings agreements to life. More than 1.8 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 the Docusign AI-native IAM 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 Senior Manager, Customer Success Management is a high-impact role responsible for managing key aspects of the customer lifecycle, focused on driving customer adoption of Docusign’s products and services, leading to improved retention & growth. The Senior Manager is a proven leader with a track record of leading Customer Success in adoption/consumption oriented SaaS companies. This individual will execute on the strategy necessary for achieving retention, churn and growth quotas for their assigned team & customers. This leader will drive their organization’s strategy and manage the overall performance of people & processes to achieve the highest levels of customer adoption and consumption, retention, engagement & satisfaction. This individual will be a customer-first leader, dedicated to continuing to improve the customer value realisation and experience through their intentional playbooks and processes. Additionally, this individual will excel and champion cross-functional initiatives to maximize retention, building strong alignment with key business partners.

This position is a people manager role reporting to the Senior Director, Enterprise Customer Success APJ.

Responsibility

• Execute their team’s vision & strategy and manage the overall performance of people and process to achieve the highest levels of retention, growth and satisfaction for the customer base
• Maintain/update a rolling growth, retention & churn forecast of their team’s territory accurately and communicate any risk to executive leadership
• Execute scalable processes and playbooks that drive the team’s metrics forward
• Champion cross-functional initiatives to maximize gross retention & customer growth outcomes
• Partner closely with leaders from across the Docusign ecosystem, driving unified initiatives forward
• Serve as a customer escalation point for their team in driving satisfaction & negotiations, while protecting and enhancing customer trust
• Set the culture, pace and expectations for their individual teams, with a clear focus on driving customer value realisation and satisfaction
• Perform adhoc duties as directed by Management

Job Designation

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

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

• 7+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success - ideally within SaaS offerings
• 5+ 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
• Executive-level experience in B2B customer success roles
• Experience negotiating with C-level executives
• Experience leading an adoption strategy across organizations, serving as a change agent for the customer

Preferred

• Proven record of meeting performance goals
• Experience in a field organization with targets and financial goals
• Able to attract and retain talent
• Creates a professional culture that encourages innovation, motivates employees, and delivers outcomes
• Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, and/or occasionally, unprecedented
• Manage and coach the team to drive the customer value and adoption journey process inclusive of all stages from including implementation through renewal
• Excellent communication and presentation skills, both written and verbal
• Experience with AI/machine learning technologies and implementations
• Experience with growth and retention of multi-product implementations

Life at Docusign

Working here

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.

Accommodation

Docusign 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.

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