Customer Success Account 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).

The Docusign Customer Success Account Manager is a high impact position, responsible for owning and executing a portfolio of renewal contracts in an assigned territory. The ideal CS Account Manager is an experienced professional with a full understanding of the SaaS contracting space. They will resolve a wide range of issues in creative ways. They are responsible for minimizing financial attrition, locking in favorable terms with our clients, identifying growth and providing insights to the business that improve future outcomes. Renewal Managers are responsible for ensuring maximum financial results for Docusign while strengthening partnerships with existing customers. This position is an individual contributor role reporting to the Manager, Customer Success Account Manager.

Own and implement win/win negotiation strategies for a high quantity of renewals that improve contract value while protecting and enhancing customer trust Increase account growth by playing a role on the account team, helping to identify incremental opportunities upon contract renewal Maintain and update a rolling forecast of your territory and communicate any renewal risk to internal resources in order to develop resolution strategies Collaborate with internal resources such as Account Executives, Customer Success, Pricing, Legal, Revenue Operations and Product Management to develop strategies for upcoming renewals Work on problems of diverse scope where analysis of data requires evaluation of identifiable factors Follow and enforce best practices for all internal processes including, Opportunity Management, Data Quality & Accuracy, CRM Hygiene, Quotes and Forecasting Achieve financial and strategic revenue, bookings and billings targets Evaluate your portfolio to prioritize time to render the most favorable outcomes Leverage customer data and behavior to assess the health of each renewal 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 experience within Sales, Renewal Management, Account Management and/or Customer Success 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 BA/BS degree or equivalent work experience Preferred Strong contract negotiation skills with experience driving contracts to completion on-time Experience with supporting adoption across organizations, serving as a change agent for the customer Ability to demonstrate a strategic approach to enable persuasive value conversations with customers at an executive level Ability to react and adapt to potential rapid shifts in priorities Strong level of urgency, organization and prioritization skills Salesforce experience Excellent written and verbal communication skills Ability to convey