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Role Description

The Dynamic CSM team members are an extension of the Customer Success Manager (CSM) team who oversee a portfolio of accounts and ensure an amazing customer experience, as measured by NPS, net revenue retention, referrals, and product usage indicators. The Dynamic CSM will perform hands-on tactical account management activities. They will collaborate with other team members to coordinate successful customer engagement, product enablement, and demonstrate value across the entire customer journey. The successful candidate will be comfortable working with customers in a one-to-many relationship, delivering consistent and automatic touch points throughout the lifecycle to ensure an exceptional customer experience.

This position is an individual contributor role reporting to the Senior Director, Customer Success Management, Digital/Dynamic.

Responsibilities

• Work on a large number of accounts at scale to increase overall client satisfaction with Docusign measured through Net Promoter Score, customer engagement with the platform, and retention.
• Collaborate with internal teams to respond to proactive digital communications, including events, office hours, newsletters, and other resources.
• Provide insightful technical answers and, if necessary, open a support case or escalate internally any existing technical issues or account concerns.
• Partner with account team to recommend the most efficient way for customers to exceed their goals using the Docusign platform.
• Influence Docusign’s strategy and product priorities to drive adoption and retention.
• Champion new best practices and workflows to help both customers and fellow CSMs (Digital, Dynamic and Designated) achieve more.
• Be the voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer success, and operations.

Qualifications

• 2+ years of related experience.
• Experience breaking down technical enablement into easy to follow steps.
• Experience creating and delivering on a product roadmap.
• Experience addressing customer needs, including defining and driving successful delivery of customer enablement solutions.
• Experience managing a large book of business and using data to develop a strategy.
• Experience driving value through the full customer lifecycle.

Preferred Qualifications

• Strong communication skills to create and convey customer objectives, success strategies, and customer insights for internal and external stakeholders.
• Highly collaborative, creative, goal-oriented and team-centric.
• Strong data analysis and creative problem-solving ability, with a natural curiosity around the client’s business needs.
• High level of resilience and a positive attitude when faced with a challenge.
• Passionate about technology with a solution-centric mindset.
• Excellent communication and relationship management skills, with the ability to manage multiple stakeholders and high-level executives.
• Examples of results converting strategy to execution.
• History of collaborating with cross-functional teams in defining adoption strategies and playbooks.
• Experience in scalable technology adoption strategies.

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.

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).

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.

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.

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.