Customer Success Director

5 - 7 years experience  • 

Salary depends on experience
Posted on 05/18/18
Seattle, WA
5 - 7 years experience
Salary depends on experience
Posted on 05/18/18

Collaborate with our customers while providing consulting services and technical support to help them leverage their use of our products for maximum impact.

Position Summary

The Customer Success Management team is chartered with supporting the success of our customers through product adoption, usage and customer satisfaction. The ideal candidate brings a proven record of leading and managing customer engagement/success teams in a Saas company environment.

The CSM team serves as a key post-sale resource for customers.  Leading this key group of resources is crucial in ensuring adoption of our DocuSign solutions.  The CSM leader is responsible for driving the established strategy for customer adoption and enablement. They use in-depth knowledge of customer industry and/or business processes, deep knowledge of the product being sold. The leader provides oversight and direction to ensure their team’s customers achieve specific business results and maximum value from their DocuSign product(s).  Team and people management is critical and the CSM leader creates and nurtures a supportive and collaborative work environment that drives results.

Additionally, the CSM leader ensures cross functional collaboration, including Marketing, Sales, Professional Services, Product, Finance, Training and/or Support to ensure maximum adoption rates for our customers.  They handle escalations and play a key role in identifying new opportunities for driving adoption with our customers with their team.

Finally, the CSM leader together with their team, analyze and measure key success measures to ensure that the strategy and direction is increasing adoption and customer success.

This position is a People Manager and reports to the VP, Customer Success.

Differentiating Result #1
Measureable improvement of “Adoption Index” scores within their account base

Differentiating Result #2
NNMRR (upsell and churn) within their account base

Differentiating Result #3
Development and execution of effective “Adoption Strategies”

Responsibilities

Cross Functional Alignment (40%)

The success of this position will reply on strategic alignment across the company to ensure our offerings and resourcing are effectively influencing DocuSign’s product adoption.

Sales & Account Management: Prioritization of accounts and alignment of growth initiatives to ensure the most effective path to success. 

Regular communication and engagement including QBR of adoption activity and impact.

Integrated Marketing: Develop communication and marketing strategies to support adoption through the customer lifecycle.

Product & Engineering: Ensure Account Strategies and AI scores are aContribute to roadmap development by advocating for the customer based on needs in the field.

IT / BI:  Ensure data integrity and accurate reporting of AI scores and Adoption Strategy success metrics.

Business Development: Coordination and prioritization of account with SI Partners

Team & Leadership Development (30%)

This is a management position, you will be responsible for the development of your team.  This includes, but not limited to, selecting talent, development of your team members, and driving a positive and collaborative culture that values team work and winning. 

Working in a matrix and providing guidance to the team about how to navigate and succeed is expected.

Success Strategies (25%)

Develop measurable and repeatable best practices and strategies to encourage product adoption.  Develop a plan and strategy to prioritize accounts/initiatives your team owns, to ensure customer success. Ensure your team has developed measurable/specific adoption plans with account to drive product adoption for that customer.

Budgeting (5%)

Responsible for the financial integrity of the CSM department; expense management, budget changes, approval of transactions, etc.

 

Core Capabilities

Strategic Thinking: The leader sets the direction and ensures the team drives towards the defined organizational strategy.

Flexibility: Ability to anticipate change and proactively adjust priorities and strategies accordingly.

Interpersonal Skills: Excellent verbal and written communications skills and the ability to interact effectively at all levels of an organization.

Influencing skills: Strong coaching and team building experience and skills.

Leadership/Management: Proven track record of leading and building teams of individuals that meet and exceed established goals.  Proven record of attracting and retaining talent and creating a professional culture that motivates employees and drives innovation.

Relationship Management: Experience working strategic customer engagements, including on-site collaboration, business reviews and executive briefings. Acting with the highest integrity and with a customer first focus.

Financial/Sales Aptitude: Experience in a field organization with targets and financial goals. Ability to position and prescribe adoption services in the context of key business drivers: Renewal, upsell, customer satisfaction.

Basic Qualifications

  • BS/BA degreerequired
  • 5+ years of management experience in customer success, account management, consultative sales and/or business consulting, preferably within a SaaS model
  • 5+ years of experience working at a technology company, preferably within a SaaS model

Preferred Qualifications

  • Background using data and analytics in decision making
  • Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, & occasionally, unprecedented.
  • Excellent communication & presentation skills, both verbal & written.
  • Demonstrated ability to identify new, creative ways to drive more businesses to purchase & utilize DocuSign’s diverse solution suite.
  • Experience managing and developing a team.

 

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