Strategic Customer Success Account Manager

Docusign is a leading company in e-signature and contract lifecycle management, serving over 1.5 million customers worldwide. The Strategic Customer Success Account Manager (CSAM) is responsible for managing a portfolio of strategic accounts, driving customer adoption, and ensuring value realization from Docusign solutions.

Responsibilities:

• Prevent 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 outcomes
• Achieve financial and strategic revenue, bookings and billings targets
• Maintain and update a rolling forecast of your territory and communicate any renewal risk to internal resources in order to develop resolution strategies, up to and including Executive Engagement
• Own and implement win/win negotiation strategies for Docusign's strategic renewals while protecting and enhancing customer trust
• Conduct 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 objectives
• Be accountable for the full adoption strategy, using key partners across the Docusign ecosystem to deliver comprehensive paths for success
• Serve as the primary point of contact and facilitation on behalf of our customers for any escalation concerns
• Collaborate 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 accounts
• Discuss and advise on core functionality and features beyond the fundamentals, and be able to effectively communicate the art of what is possible
• Act as a Docusign expert for our customers, identifying process gaps and coordinating with Docusign resources to ensure successful adoption and deployment
• Improve account growth by taking a major role within the account team, helping to identify incremental growth opportunities within the account, and involving the appropriate internal resources where applicable
• Evaluate your portfolio and effectively analyze usage, health, data, and behavioral patterns to prioritize time to render the most favorable outcomes for the customer and Docusign
• Travel occasionally to build customer relationships and improve overall partnership, up to 10%
• Follow and adhere to best practices for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting