Dynamic Customer Success Manager

DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the worlds #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify peoples lives.

Dynamic Customer Success Advisors team members are an extension of the Customer Success Manager (CSM) team who oversee a portfolio of accounts and ensure an amazing customer experience, as measured by NPS, net revenue retention, referrals, and product usage indicators. The Dynamic Customer Success Advisor will perform hands-on tactical account management activities. They will collaborate with other team members to coordinate successful customer engagement, product enablement, and demonstrate value across the entire customer journey.

The successful candidate will be comfortable working with customers in a one-to-many relationship, delivering consistent and automatic touch points throughout the lifecycle to ensure an exceptional customer experience.

This is an individual contributor role reporting to the Sr. Manager, Dynamic CSM.

Responsibility

• Work on a large book of business, at scale, to increase overall client satisfaction with DocuSign measured through Net Promoter Score, customer engagement within the platform, and retention
• Collaborate with internal teams to respond to proactive digital communications, including events, office hours, newsletters, and other resources
• Provide insightful technical answers and, if necessary, open a support case or escalate internally any existing technical issues or account concerns
• Partner with account team to recommend the most efficient way for customers to exceed their goals using the DocuSign platform
• Influence DocuSigns strategy and product priorities to drive adoption and retention
• Champion new best practices and workflows to help both customers and fellow CSMs achieve more
• Be the voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer success, and operations

Remote:Employee is not required to be in or near an office frequentlyand works from a designated remote work location for the majority of thetime.

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 positions job designation depending on business needs and as permitted by local law.

Basic

• 2+ years of experience creating and delivering on a product roadmap
• Bachelors Degree
• Fluent in English

Preferred

• Desirable fluency in Spanish
• Ability to break down technical enablement into easy to follow steps
• Focused on addressing customer needs, including defining and driving successful delivery of customer enablement solutions
• Strong communication skills to create and convey customer objectives, success strategies, and customer insights for internal and external stakeholders.
• Highly collaborative, creative, goal-oriented and team-centric
• Ability to manage a large book of business and use data to develop a strategy
• Skilled in driving value through the full customer lifecycle
• Strong data analysis and creative problem-solving ability, with a natural curiosity around the clients business needs
• High level of resilience and a positive attitude when faced with a challenge
• Passionate about technology with a solution-centric mindset
• Excellent communication and relationship management skills, with the ability to manage multiple stakeholders and high-level executives
• Examples of results converting strategy to execution
• History of collaborating with cross-functional teams in defining adoption strategies and playbooks
• Experience in scalable technology adoption strategies

Working here

DocuSign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do whats right, every day. At DocuSign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, youll be loved by us, our customers, and the world in which we live.

Apply now >

Tagged as: Customer Experience, Customer Success Manager, marketing