Sr. Manager, Customer Success Account Management

Docusign brings agreements to life. More than 1.8 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 the Docusign AI-native IAM platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

The Sr. Manager, Customer Success Account Management is a role responsible for managing key aspects of the post-sale customer lifecycle, focused on adoption, retention and growth. This leader will lead a team of individual Customer Success Account Managers, and be responsible for growth, development and enablement. They will be a customer-first leader, dedicated to continuing to improve the customer experience through their intentional playbooks and processes. Additionally, this individual will excel and champion cross-functional initiatives to improve retention, building strong alignment with key business partners. This manager will build, develop and support a collaborative and results driven team culture and environment allowing their team members to thrive.

This position is a people manager role reporting to the Director, Customer Success Manager.

• →Lead a team of individual Customer Success Account Managers, and be responsible for their professional growth and development
• →Hire and develop Customer Success Account Managers to meet retention and growth targets
• →Achieve financial and strategic revenue bookings and billings objectives for their assigned quotas and targets
• →Maintain and update a rolling retention and churn forecast of their team’s territory accurately and communicate any risk to executive leadership
• →Implement scalable processes and playbooks that drive the team’s metrics forward
• →Champion cross-functional initiatives to improve gross retention and upsell outcomes
• →Partner closely with leaders from across the Docusign ecosystem, driving unified initiatives forward
• →Serve as a customer escalation point for their team in driving satisfaction and negotiations, while protecting and enhancing customer trust
• →Set the culture, pace and expectations for their individual teams

• 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 in sales methodologies used to prospect within the account, consult with the client on business issues, create and present proposals, negotiate terms, and close sales
• Experience leading big teams

• Proven record of meeting performance goals
• Experience in a field organization with targets and financial goals
• Able to attract, coach, and retain talent
• Experience creating a professional culture that encourages innovation, motivates employees, and delivers outcomes
• Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, and/or occasionally, unprecedented
• Manage and coach the team to drive the customer journey process inclusive of all stages, including implementation through renewal
• Coach, develop, and manage elements from customer communications, presentations, RFP submissions, client negotiations, and change management and signing the deal
• 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 and influence all levels and divisions within an organization
• Change management and Leading Change methodology and/or first-hand experience
• Excellent communication and presentation skills, both written and verbal
• Fluency with AI and machine learning technologies and implementations. Comfortable using AI-assisted workflows
• Project management, business process reengineering knowledge and/or first-hand experience
• Salesforce and Gainsight experience
• Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric
• Strong experience in forecast and result management (churn)
• Strong experience in people management and leadership skills
• Process Management
• Willingness and ability to travel as necessary

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $135,100.00 - $201,450.00 base salary

Illinois, Colorado, Massachusetts and Minnesota: $131,800.00 - $191,200.00 base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $131,800.00 - $195,925.00 base salary

Washington DC: $135,100.00 - $195,925.00 base salary

Ohio: $128,200.00 - $185,875.00 base salary 

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

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.

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 accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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