Customer Success Advisor

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Docusign

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2003

🛍️ eCommerce

💸 Finance

☁️ SaaS

eCommerce • Finance • SaaS

Docusign is a leading provider of electronic signature technology and Intelligent Agreement Management (IAM), enabling organizations to create, manage, and secure agreements digitally. It simplifies contract lifecycle management, automates document processes, and facilitates customer experiences by transforming agreement data into actionable insights. With a trusted platform used by millions worldwide, Docusign helps businesses reduce risk, save time, and improve efficiency in various sectors, including financial services, insurance, real estate, and government.

📋 Description

• Conduct 1-to-1 customer engagements focused on product adoption, value realization, and satisfaction • Prepare for meetings using customer goals, usage data, and support history • Follow defined success plans and frameworks to guide customers toward adoption milestones and retention drivers • Use consultative techniques to align Docusign solutions with customer goals, pain points, and industry-specific use cases • Identify growth opportunities and recommend feature adoption paths that support long-term business objectives • Influence renewal readiness by driving successful product usage and showcasing best practices • Collaborate with Product, Support, Renewals, and Sales to ensure a seamless, coordinated customer experience • Escalate blockers or recurring issues to senior team members and functional leads as needed • Maintain accurate engagement records and follow-ups in Salesforce and Gainsight • Meet performance targets related to engagement volume, CSAT, and adoption outcomes consistently • Build trust through clear, responsive communication and product expertise • Promote use of self-service resources and advocate for follow-up sessions to drive deeper adoption • Maintain strong product knowledge and stay informed on relevant customer industries and challenges • Support or lead product showcase sessions and webinars to promote advanced features and use cases

🎯 Requirements

• 2+ years of experience in a customer-facing role such as Customer Success, Account Management, or Support • Experience conducting consultative customer engagements focused on product adoption, value realization, and satisfaction • Experience with customer engagement platforms (e.g., Salesforce, Gainsight) for tracking activities, documenting outcomes, and managing tasks • Experience interpreting customer usage data, support history, and feedback to tailor engagements and drive outcomes

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Professional development opportunities