Customer Success Account Manager

DocuSign; Brazil (IN); Remote; USD 65,000 - 95,000; Full time

Job summary

DocuSign is seeking a Customer Success Account Manager to manage a portfolio of accounts and ensure customer satisfaction. This remote position requires strong negotiation skills, prior experience in account management, and a strategic approach to customer interactions. Join DocuSign to make a significant impact in the digital agreement space and help customers unlock the full potential of their investments.

Qualifications

• 2+ years experience in Renewal Management or Customer Success.
• Ideally experience within SaaS offerings.

Responsibilities

• Drive customer engagement and renewals.
• Achieve revenue targets and mitigate risks.
• Collaborate with various internal teams.

Skills

Negotiation skills

Strategic mindset

Process management

Education

Bachelor’s degree

Job description

Company Overview

Docusign brings agreements to life. Over 1.5 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 Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

The Docusign Customer Success Account Manager (CSAM) is responsible for owning a portfolio of accounts and renewals in an assigned territory. The CSAM supports customer adoption, driving a return on our customers’ investment in Docusign and unlocking further digitalization. Within their defined territory, the CSAM is responsible for developing and implementing effective customer success and value strategies, identifying growth opportunities, negotiating favorable renewal terms, and providing insights to the business and customers that improve future outcomes. The CSAM is a valuable member of the Account team, working in collaboration with our Sales Team (Account Executives). The ideal CSAM candidate will drive accountability with themselves and their business partners, thriving in a fast-paced environment. This position is an individual contributor role reporting to the Senior Manager, Customer Success Account Management. Responsibility

• Prevent risk and drive growth in our customers through engagement, driving value, engaging with key collaborators 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
• Own and implement win/win negotiation strategies for Docusign’s strategic renewals while protecting and enhancing customer trust
• Conduct select business reviews with critical customers to ensure that they are adopted and deriving value from our product, and we are aligned with our customers primary objectives
• Serve as the primary point of contact and facilitation on behalf of our customers for any issue 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
• 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
• Follow and adhere to best practices for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What you bring

Basic

• 2+ years of experience within Renewal Management, Account Management or Customer Success
• Bachelor’s degree

Preferred

• 2+ years of experience within Renewal Management, Account Management or Customer Success, ideally within SaaS offerings
• Strong negotiation skills with experience driving contracts to completion on time
• Ability to demonstrate a strategic mindset to enable persuasive value conversations with customers at an executive level
• Experience in quota carrying sales role with proven achievement
• Strong process management, financial acumen, and contractual engineering skills
• Ability to react and adapt to potential rapid shifts in priorities
• Strong level of urgency, organization, and prioritization skills
• Ability to project manage the renewal cycle, pulling in necessary resources

Life at Docusign

Working here

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.

Accommodation

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 [e-mail].

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [e-mail] for assistance.

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