Strategic Customer Success Account Manager

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).The Docusign Strategic Customer Success Account Manager (CSAM) is a high-impact, multi-faceted position, responsible for owning a portfolio of strategic accounts and renewals in an assigned territory. The Strategic CSAM serves as a customer adoption advisor, driving a return on our customers’ investment in DocuSign and unlocking further digitalization. The Strategic CSAM is a critical member of the Account team, working in collaboration with our Sales Team (Account Executives). This position is an individual contributor role, reporting to the Manager, Customer Success Account Management.ResponsibilityPrevent risk and drive growth in our top customers through early engagement, driving value, engaging with key collaborators and mapping our customers to our executives as measured by renewal outcomesAchieve financial and strategic revenue, bookings and billings targetsMaintain and update accurate rolling forecasts of your territory andcommunicate any renewal risk to internal resources in order to developresolution strategies, up to and including Executive EngagementOwn and implement win/win negotiation strategies for Docusign’s strategicrenewals while protecting and enhancing customer trustConduct regular business reviews with our customers to ensure that they are adopted and deriving value from our product, and we are aligned with our customers primary objectivesAccountable for the full adoption strategy, using key collaborators across the Docusign ecosystem to deliver holistic paths for successServe as the primary point of contact and facilitation on behalf of ourcustomers for any escalation concernsCollaborate 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 accountsDiscuss and advise on core functionality and features beyond the fundamentals, and is able to effectively communicate the art of what ispossibleAct as a Docusign expert for our customers, identifying process gaps and coordinating with Docusign resources to ensure successful adoption and deploymentImprove account growth by taking a major role within the account team,helping to identify incremental growth opportunities within the account, andinvolving the appropriate internal resources where applicableEvaluate your portfolio and effectively analyze usage, health, data, andbehavioral patterns to prioritize time to render the most favorable outcomesfor the customer and DocusignTravel occasionally to build customer relationships and improve overallpartnership (up to 10%)Follow and adhere to standard methodologies for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecastingEmployee divides their time between in-office and remote work. Access to an office location is required. (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. BasicSignificant of experience within Sales, Renewal Management, AccountManagement and/or Customer Success - ideally within SaaS offeringsContract negotiation skills with experience driving high value contracts to completion on-timeExperience with quota-carrying roles and history of meeting keyperformance indicatorsExperience with deal negotiation cycles with a successful track recordBA/BS degree or equivalent work experiencePreferredExperience with leading an adoption strategy across organizations, serving as a change agent for the customerAbility to navigate internally and with the customer in a trusted advisor, consultative approach and establish credibility quickly with senior level executives across the organizationAbility to demonstrate a strategic approach to enable persuasive value conversations with customers at an executive levelAbility to interact with and influence all levels from individual contributors to executivesAbility to react and adapt to potential rapid shifts in prioritiesStrong level of urgency, organization and prioritization skillsSalesforce experienceExcellent written and verbal communication skillsAbility to conduct value analysis around ROI