Growth Specialist

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).

As a Growth Specialist, you are the face of Docusign’s newest innovation. You will provide "white-glove" support to our digital customer base as they test-drive new features, services, and pilots. Your goal is to ensure every tester feels heard, every bug is documented, and every point of friction is turned into an opportunity for us to improve. This position is an individual contributor role reporting to the Growth Director.

Manage high-touch interactions via [chat/email/phone], offering personalized, empathetic, and rapid solutions to users in our pilot programs Investigate when a user reports an issue with a new feature, you don’t just "report it" by capture screen recordings, logs, and user steps to help our engineers fix issues faster Keep a pulse on customer sentiment Participate in daily "stand-ups" to report on what users love and what’s driving them crazy Identify users who are getting high value from a feature and help guide them through the purchase or upgrade process Create and update internal FAQs and customer-facing "Help Guides" on the fly Job Designation Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation) 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 2+ years in a high-touch Customer Success, Support, or Sales role Preferred Experience working in a "Beta" or "Early Access" environment Strong writing skills with the ability to be professional, witty, and helpful all at once Love to figure out how things work - when you see a "404 error," your first instinct is to find out why High emotional intelligence - you can tell the difference between a user who is genuinely frustrated and one who is just confused, and you know how to de-escalate both with grace Clear communication skills with the ability to explain a complex technical workaround to a non-technical customer in two sentences or less Ability to adapt and pivot your messaging without missing a beat Wage Transparency Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience. Based on applicable legislation, the below details pay ranges in the following locations: California: $87,100.00 - $126,100.00 base salary Illinois, Colorado, Massachusetts and Minnesota: $82,700.00 - $107,525.00 base salary Washington, Maryland, New Jersey and New York (including NYC metro area): $82,700.00 - $113,200.00 base salary This role is also eligible for the following: Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance. Global benefits provide options for the following: Paid Time Off: earned time off, as