Lead 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 Lead Customer Success Account Manager (CSAM) is a high-impact, multi-faceted position, responsible for owning a portfolio of strategic accounts and renewals in an assigned territory. The Lead CSAM is accountable for adoption and renewal outcomes, driving a return on our customers’ investment in Docusign and unlocking further digitalization. Within their defined territory, the Lead CSAM is responsible for developing and driving 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 Lead CSAM is a critical member of the Account team, working in collaboration with our Sales Team (Account Executives). The ideal Lead 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 Director, Customer Success Account Management.

Support accounts across Federal Civilian, DoD, IL-4 and IL-5 to prevent risk and drive growth in our top customers through early engagement, driving value, engaging with key partners and mapping our customers to our executives 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, up to and including Executive Engagement Own and implement win/win negotiation strategies for Docusign’s strategic renewals while protecting and enhancing customer trust Conduct regular business reviews with our customers to ensure that they are adopted and deriving value from our products, and we are aligned with our customers primary objectives Own the full adoption strategy across multiple products, using key collaborators across the Docusign ecosystem to deliver comprehensive paths for success 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 Discuss and advise on core functionality and features beyond the fundamentals, and effectively communicate the art of what is possible Act as a Docusign expert for our customers, identifying process gaps and coordinating with Docusign resources to ensure successful adoption and deployment Increase account growth by taking a major role within the account team, helping to identify incremental growth opportunities within the account, and involving the appropriate internal resources where applicable 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 Travel occasionally to build customer relationships and improve overall partnership, up to 20% 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: