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).

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 reporting to the 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

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.

Basic

• 2 years of experience within Sales, Renewal Management, Account Management and/or Customer Success, ideally within SaaS offerings
• Experience with quota-carrying roles and proven history of meeting key performance indicators
• Experience with deal negotiation cycles with a successful track record, ability to navigate across internally and with the customer in a trusted advisor/consultative approach
• BA/BS degree or equivalent work experience

Preferred

• Contract negotiation skills with experience driving contracts to completion on-time
• Experience with quota-carrying roles and proven history of meeting key performance indicators
• Experience with deal negotiation cycles with a successful track record, ability to navigate across internally and with the customer in a trusted advisor/consultative approach
• Experience with supporting adoption across organizations, serving as a change agent for the customer
• Ability to react and adapt to potential rapid shifts in priorities
• Urgency, organization and prioritization skills
• Salesforce experience
• Written and verbal communication skills

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

California: $29.71/hour - $46.44/hour

Illinois and Colorado: $29.04/hour - $39.89/hour

Washington and New York (including NYC metro area): $29.04/hour - $40.86/hour

This role is also eligible for bonus, equity and .

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

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 provides reasonable accommodations for qualified individuals with disabilities in job application procedures. If you need such an accommodation, including an accommodation to properly use our online system, you may contact us at .

If you experience any technical difficulties or issues during the application process, or with our interview tools, please get in touch with us at for assistance.

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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