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 Strategic Customer Success Manager (CSM) is responsible for owning a portfolio of our most complex, high-value accounts and renewals in an assigned territory. The Strategic CSM serves as a trusted executive advisor, driving measurable return on investment for our customers and unlocking enterprise-wide digitalization at scale. Within their defined territory, the Strategic CSM is responsible for developing and executing sophisticated customer success and value strategies, identifying significant growth opportunities, leading complex negotiations to favorable renewal outcomes, and delivering insights that drive transformational change for customers and the business. The Strategic CSM is a critical member of the Account team, working in close partnership with our Sales Team (Account Executives) and cross-functional stakeholders.
This position is an individual contributor role reporting to the Director, Solution Consulting, Asia.
Responsibility
Prevent risk and accelerate growth across a portfolio of strategic accounts through proactive executive engagement, value realization, and alignment with key stakeholders, as measured by renewal and expansion outcomes
Achieve financial and strategic revenue, bookings, and billings targets across a high-value territory
Maintain and communicate a rolling forecast of your territory, surfacing renewal risk early and partnering with internal resources to develop resolution strategies
Own and lead complex, executive-level negotiation strategies for Docusign's most strategic renewals while protecting and deepening customer trust
Conduct regular executive business reviews with customers to ensure enterprise-wide adoption, quantifiable value realization, and alignment with their primary business objectives
Develop and own comprehensive adoption strategies for complex, multi-stakeholder environments, leveraging key partners across the Docusign ecosystem to deliver transformational outcomes
Serve as the primary point of contact and escalation owner on behalf of strategic customers, driving swift resolution while maintaining long-term relationship health
Collaborate cross-functionally with Sales, Customer Success, Pricing, Legal, Revenue Operations, and Product Management to design and execute growth and risk mitigation strategies for the most critical accounts in the portfolio
Drive account expansion by serving as a senior voice within the account team — identifying and developing incremental growth opportunities and orchestrating the appropriate internal resources to execute
Apply rigorous portfolio analysis, evaluating usage trends, health signals, engagement data, and behavioral patterns to prioritize high-impact activities and deliver favorable outcomes for customers and Docusign
Champion best practices across all internal processes including opportunity management, data quality, CRM hygiene, quoting, 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
6+ years of experience within Sales, Renewal Management, Account Management, and/or Customer Success, ideally within SaaS offerings and enterprise accounts
Demonstrated success in quota-carrying roles with a consistent track record of meeting or exceeding key performance indicators on a complex, high-value book of business
BA/BS degree or equivalent work experience
Preferred
Proven ability to navigate multi-stakeholder, executive-level deal cycles using a trusted advisor and consultative approach
Exceptional contract negotiation skills with experience driving complex, high-value contracts to completion on time
Experience driving enterprise-wide adoption across large organizations, acting as a strategic change agent at the executive level
Demonstrated ability to lead persuasive value conversations with C-suite and senior executives, connecting Docusign's capabilities to customers' top business priorities
Proven ability to manage ambiguity and adapt quickly to shifting priorities across a strategic portfolio
Strong executive presence with superior organizational, prioritization, and communication skills
Excellent written and verbal communication skills
Ability to influence outcomes through high-trust relationships with both customers and internal partners
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 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
DocuSign is a leading digital agreement management platform used by over 1.5 million customers and more than a billion people across 180+ countries. The company specializes in e-signature and contract lifecycle management (CLM) solutions that help organizations accelerate business processes and simplify operations. DocuSign's Intelligent Agreement Management platform enables companies to create, commit, and manage agreements while unlocking business-critical data trapped in documents that are often disconnected from core business systems. The company positions itself as the #1 provider in its category, helping enterprises reduce time, cost, and missed opportunities through intelligent document and agreement management.
