Senior Manager, Customer Success Account Management

🔥 13 hours ago

🌽 Illinois, Washington – Remote

🌽 Illinois – Remote ☕ Washington – Remote

💵 $128.2k - $201.4k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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

• Manage key aspects of the post-sale customer lifecycle, focusing on adoption, retention, and growth • Lead a team of Customer Success Account Managers • Own team growth, development, and enablement • Hire and develop Customer Success Account Managers to meet retention and growth targets • Achieve financial and strategic revenue bookings and billings objectives for assigned quotas and targets • Maintain and update rolling retention and churn forecasts for the team’s territory • Communicate risks to executive leadership • Implement scalable processes and playbooks to improve team metrics • Champion cross-functional initiatives to improve gross retention and upsell outcomes • Partner with leaders across the Docusign ecosystem on unified initiatives • Serve as a customer escalation point, driving satisfaction and negotiations while protecting customer trust • Set culture, pace, and expectations for individual teams • Report to the Director, Customer Success Manager

🎯 Requirements

• 8+ years of experience in Renewal Management and/or Customer Success, consultative sales, or business consulting, preferably within a SaaS model • 8+ years of experience with sales methodologies including prospecting within accounts, consulting on business issues, creating and presenting proposals, negotiating terms, and closing sales • Experience leading big teams • Proven record of meeting performance goals • Experience in a field organization with targets and financial goals • Ability to attract, coach, and retain talent • Experience creating a professional culture that encourages innovation, motivates employees, and delivers outcomes • Ability to resolve broadly defined, complex, diverse, and/or unprecedented situations • Experience managing and coaching the customer journey from implementation through renewal • Experience with customer communications, presentations, RFP submissions, client negotiations, change management, and deal signing • Experience with enterprise content and/or contract platforms such as ECM, Document Management, Contract Management, eDiscovery, or BPM systems and related implementations • Background using data and analytics in decision making • Ability to interact with and influence all organizational levels and divisions • Change management and Leading Change methodology and/or first-hand experience • Excellent written and verbal communication and presentation skills • Fluency with AI and machine learning technologies and implementations; comfort using AI-assisted workflows • Project management and/or business process reengineering knowledge or first-hand experience • Salesforce and Gainsight experience • Strong forecast and result management experience, including churn • Strong people management and leadership skills • Process management • Willingness and ability to travel as necessary • Must already be authorized to work in the United States on a full-time, permanent basis without current or future sponsorship

🏖️ Benefits

• Variable incentive pay or company bonus plan, depending on role and performance • Restricted Stock Units (RSUs) • Paid time off and paid company holidays based on region • Up to six months of paid parental leave • Full health benefits plans, including options with 100% employer-paid coverage and minimum employee contributions from day one • Retirement and pension programs with potential employer contributions • Coaching, online courses, and education reimbursements • Paid compassionate care leave following the loss of a loved one and other life-changing events • Remote work designation • Reasonable accommodations for qualified individuals with disabilities or religious accommodations

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