What you'll do

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.

Responsibility

• 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: 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

• 12+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success
• BA/BS degree or equivalent work experience
• Experience with quota-carrying roles and meeting key performance indicators
• Experience with complex deal negotiation cycles
• Experience leading an adoption strategy across large-scale organizations, serving as a change agent for the customer

Preferred

• Experience managing accounts across supporting Federal Civilian, DoD, IL-4 and IL-5
• Strong contract negotiation skills with experience driving complex, high value multi-year contracts to completion
• Ability to navigate across internally and with the customer in a trusted advisor/consultative approach and establishing credibility quickly with senior level executives across the organizations
• Ability to demonstrate a strategic approach to enable persuasive value conversations with customers at an executive level
• Ability to interact with and influence all levels from individual contributors to executives
• Ability to react and adapt to potential rapid shifts in priorities
• Strong level of urgency, organization and prioritization skills
• Project management, business process reengineering and change management methodology knowledge and/or first-hand experience
• Salesforce experience
• Excellent written and verbal communication skills
• Ability to conduct value analysis around ROI

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: $135,100.00 - $201,450.00 base salary

Illinois, Colorado, Massachusetts and Minnesota: $131,800.00 - $191,200.00 base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $131,800.00 - $195,925.00 base salary

Washington DC: $135,100.00 - $195,925.00 base salary

Ohio: $128,200.00 - $185,875.00 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.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

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