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Customer Success Account Manager

LocationIE-Remote, Ireland

Work moderemote

Typefull-time

DepartmentSales & Partnerships

Company size10,000+ people

First seen2w ago

Last seen42m ago

About the company

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. 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 do The Docusign Customer Success Account Manager (CSAM) is responsible for owning a portfolio of accounts and renewals in an assigned territory. The CSAM supports customer adoption, driving a return on our customers’ investment in Docusign and unlocking further digitalization. Within their defined territory, the CSAM is responsible for developing and executing 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. The CSAM is a valuable member of the Account team, working in collaboration with our Sales Team (Account Executives). The ideal CSAM 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 Manager, Customer Success Account Management. Responsibility Prevent risk and drive growth in our customers through engagement, driving value, engaging with key stakeholders as measured by renewal outcomes Achieve financial and strategic revenue, bookings and billings targets Maintain/update a rolling forecast of your territory accurately and communicate any renewal risk to internal resources in order to develop resolution strategies Own and execute win/win negotiation strategies for Docusign’s strategic renewals while protecting and enhancing customer trust Conduct select business reviews with critical customers to ensure that they are adopted and deriving value from our product and we are aligned with our customers primary objectives Serve as the primary point of contact and facilitation on behalf of our customers for any escalation concerns Collaborate 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 accounts Evaluate your portfolio and effectively analyze usage, health, data, and behavioral patterns to prioritize time to render the most favorable outcomes for the customer and Docusign Follow and adhere to best practices for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting 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. 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 3+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success - ideally within SaaS offerings Experience in contract negotiation driving contracts to completion on-time Experience with quota-carrying roles and proven history of meeting key performance indicators Experience with deal negotiation cycles with a successful track record, ability to navigate across internally and with the customer in a trusted advisor/consultative approach BA/BS degree or equivalent work experience Preferred Some Experience with supporting adoption across organizations, serving as a change agent for the customer Ability to react and adapt to potential rapid shifts in priorities Urgency, organization and prioritization skills Salesforce experience Written and verbal communication skills 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 [email protected]. If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance. Applicant and Candidate Privacy Notice #LI-Remote #LI-AG2

Requirements

Basic 3+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success - ideally within SaaS offerings Experience in contract negotiation driving contracts to completion on-time Experience with quota-carrying roles and proven history of meeting key performance indicators Experience with deal negotiation cycles with a successful track record, ability to navigate across internally and with the customer in a trusted advisor/consultative approach BA/BS degree or equivalent work experience Preferred Some Experience with supporting adoption across organizations, serving as a change agent for the customer Ability to react and adapt to potential rapid shifts in priorities Urgency, organization and prioritization skills Salesforce experience Written and verbal communication skills

About the role

The Docusign Customer Success Account Manager (CSAM) is responsible for owning a portfolio of accounts and renewals in an assigned territory. The CSAM supports customer adoption, driving a return on our customers’ investment in Docusign and unlocking further digitalization. Within their defined territory, the CSAM is responsible for developing and executing 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. The CSAM is a valuable member of the Account team, working in collaboration with our Sales Team (Account Executives). The ideal CSAM 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 Manager, Customer Success Account Management. Responsibility Prevent risk and drive growth in our customers through engagement, driving value, engaging with key stakeholders as measured by renewal outcomes Achieve financial and strategic revenue, bookings and billings targets Maintain/update a rolling forecast of your territory accurately and communicate any renewal risk to internal resources in order to develop resolution strategies Own and execute win/win negotiation strategies for Docusign’s strategic renewals while protecting and enhancing customer trust Conduct select business reviews with critical customers to ensure that they are adopted and deriving value from our product and we are aligned with our customers primary objectives Serve as the primary point of contact and facilitation on behalf of our customers for any escalation concerns Collaborate 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 accounts Evaluate your portfolio and effectively analyze usage, health, data, and behavioral patterns to prioritize time to render the most favorable outcomes for the customer and Docusign Follow and adhere to best practices for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting

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