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Role Description

The Customer Success Manager (CSM) is a high-energy strategy-focused customer advisor responsible for a portfolio of selected strategic and enterprise companies, driving return on our customers’ investment in the Docusign Agreement Cloud and unlocking further modernization across their system of agreement. The CSM will define, develop and execute effective customer adoption and success strategies. The CSM is able to discuss and advise on core functionality and features beyond the fundamentals, and the art of what is possible. Working with resources across the Customer Success organization and Docusign, the CSM helps customers realize business results by serving as the post-sale conduit for our customers.

This position is an individual contributor role reporting to the Manager of Customer Success Management.

Responsibilities

• Serve as thought leader, customer advocate and partner to Docusign’s most strategic customers
• Develop and execute success plans in collaboration with Sales and Customer Success partners to reflect a holistic path to a modernized system of agreement
• Analyze usage patterns to provide insights and guidance
• Liaise between customer and internal teams at DocuSign
• Gain consensus with key customer stakeholders
• Measure the results of executed strategies to determine their efficacy
• Drive cross-functional opportunities for adoption growth
• Deliver adoption-related insights and readouts of specific customer outcomes
• Propel execution of “Success Plan” and associated customer interactions
• Identify customer resource requirements and dependencies and address gaps
• Collaborate and communicate with Sales/Support to ensure alignment on plans
• Drive transparency of current execution states for the assigned portfolio

Qualifications

• BA/BS degree or equivalent work experience
• 8+ years of customer-facing experience managing to successful and proven outcomes
• 5+ years of SaaS experience
• Excellent written and verbal communication skills in both English (business level or above) and Japanese (fluent)

Preferred Qualifications

• Experience with enterprise platforms such as ECM, Document Management, Contract Management, or BPM systems
• Project management, business process reengineering and change management methodology knowledge and/or first-hand experience
• Salesforce and Gainsight experience
• Ability to conduct value analysis around ROI
• Deep subject matter expertise in at least one industry, including fluency in any regulatory or compliance requirements
• Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric
• Ability to build effective strategy (both with our customers and internally) and couple it with execution
• Ability to interact with and influence all levels from individual contributors to executives
• Proven record of meeting performance goals

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.

• California: $X/hour - $X/hour or $X - $X base salary
• Illinois, Colorado, Massachusetts and Minnesota: $X/hour - $X/hour or $X - $X base salary
• Washington, Maryland, 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
• Ohio: $X/hour - $X/hour or $X - $X base salary

Benefits

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Work Authorization Notice

Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

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.

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.