Scaled Customer Manager – English, Spanish

🔥 1 hour ago

🇪🇬 Egypt – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

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Docusign

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2003

⚖️ Legal

📦 Logistics

💼 Consulting

Legal • Logistics • Consulting

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

• Operate as part of the broader Customer Success team in a scaled customer success model • Lead targeted 1:1 and 1:many customer engagements across launch, optimization and renewal • Increase customer satisfaction and long-term value across a portfolio, measured by customer health, product usage, net revenue retention and post-engagement feedback • Deliver health checks, optimization sessions, feature adoption sessions and use-case design engagements • Diagnose usage, uncover blockers and recommend best-practice solutions for Docusign IAM, eSignature and related products • Partner with Digital CSMs, CSAMs, Account Executives and Renewal Specialists on CTAs, digital campaigns, webinars and renewal workflows • Run renewal-readiness and adoption-focused sessions to clarify value, optimize use cases, surface new use cases and protect or grow recurring revenue • Translate technical and product concepts into clear guidance, recommended configurations, workflows and next steps • Document engagements, recommended actions and outcomes in Gainsight and Salesforce • Collaborate with Digital Success, CSAMs, Sales, Renewals, Support, Marketing and Operations teams • Share customer insights and influence product and program priorities • Contribute to reusable playbooks, best-practice content and success stories

🎯 Requirements

• 3+ years of related experience • Fluent in English and Spanish • Experience in customer-facing roles such as customer success, account management, consulting, support or implementation, preferably within SaaS • Experience breaking down technical enablement into clear, step-by-step guidance for non-technical audiences • Experience crafting and delivering clear, concise customer communications across email, calls and digital channels • Experience working with data and reports, such as usage and health scores, to prioritize actions and track impact • Experience in scaled/digital customer success or tech-touch programs, including playbook-driven engagements and use of CTAs • Experience working with high volumes of requests while maintaining strong customer outcomes • History of collaborating with cross-functional teams to build and execute adoption strategies and scaled playbooks • Familiarity with Docusign products, including eSignature, IDV and IAM, and common commercial SaaS use cases • Experience using Salesforce, Gainsight, Outreach and analytics or BI tools in a customer success context • Strong organizational skills and ability to manage a large volume of daily requests while maintaining quality and attention to detail • Collaborative, goal-oriented and team-centric approach, with resilience and a positive attitude

🏖️ Benefits

• Reasonable accommodations for qualified individuals with disabilities during job application procedures • Religious accommodations during the application process • Equal opportunity to succeed, be heard, exchange ideas openly, build lasting relationships, and do meaningful work

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