Scaled Customer Success Manager

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).

Scaled Adoption Managers are an integral part of the Customer Success Account Management team, responsible for overseeing a portfolio of accounts at scale and ensuring an exceptional customer experience. Their success is measured by metrics such as net revenue retention, decreased churn, and increased product usage. In this role, Scaled Adoption Manager performs hands-on, tactical account management activities and works collaboratively with cross functional teams to orchestrate customer engagement, facilitate product enablement, reduce friction, increase product adoption, and demonstrate value throughout the customer lifecycle. The ideal candidate is adept at managing customer relationships on a broad scale, delivering consistent experiences to ensure outstanding customer value realization and loyalty. This position is an individual contributor role reporting to the Director, Scaled Customer Management.

Drive customer adoption and value realization through short term adoption focused engagements Drive value with key partners, as measured by renewal outcomes Engage customers and internal partners proactively through telephony and digital campaigns Escalate issues quickly when deep, specific skills or other capabilities are required Leverage deep Docusign product knowledge to provide customer resolution and account recommendations Provide critical feedback to influence product and tool improvements to enhance the customer experience Promote Docusign products and services to customers via consultative discussion, product tutorials, and evaluation of their service and support needs Conduct select business reviews with critical customers to ensure adoption, maximization of product value, and customer objective alignment Evaluate portfolios and effectively analyze usage, health, data, and behavioral patterns to prioritize time to render the most favorable outcomes for the customer and Docusign Collaborate with internal resources such as, but not limited to, Sales, Customer Success, Pricing, Legal, Revenue Operations, Billing and Sales Operations, to develop growth and risk mitigation strategies for key accounts 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 3+ years of relevant work experience in a customer facing role in a SaaS or related environment e.g., technical or customer support, enablement, account management, or customer success Experience working with customer relationship management (CRM) software and other relevant tools Multi-lingual in English and Portuguese Preferred Exceptional organizational and time management skills to manage multiple customer accounts simultaneously without compromise to