Strategic Account Manager, Customer Success
Docusign
React
Senior Customer Success Account Manager
Docusign
full-time
Posted on:
Origin: • 🇺🇸 United States • California, Washington
Visit company websiteSalary
💰 $41 - $63 per year
Job Level
Senior
Tech Stack
React
About the role
- Responsible for a portfolio of accounts and renewals in an assigned territory, serving as a customer adoption advisor and driving ROI and digitalization
- Develop and implement customer success and value strategies, identify growth opportunities, negotiate renewal terms, and provide insights to the business and customers
- Work as part of the Account team and collaborate with Sales (Account Executives) and other internal stakeholders
- Prevent risk and drive growth through early engagement, achieve financial and strategic revenue, bookings and billings targets
- Maintain and update a rolling forecast of territory and communicate renewal risk to internal resources to develop resolution strategies
- Own and implement win/win negotiation strategies for strategic renewals while protecting and enhancing customer trust
- Conduct regular business reviews with customers to ensure adoption and alignment with customer objectives
- Be accountable for full adoption strategy, leveraging key collaborators across the Docusign ecosystem
- Serve as primary point of contact for escalations and collaborate with internal resources such as Sales, Customer Success, Pricing, Legal, Revenue Operations and Product Management
- Enhance account growth by identifying incremental growth opportunities and involving internal resources
- Evaluate portfolio and analyze usage, health, data, and behavioral patterns to prioritize time for favorable outcomes
- Follow and adhere to best practices for internal processes including opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting
Requirements
- 5+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success, ideally within SaaS offerings
- Experience with quota-carrying roles and history of meeting key performance indicators
- Experience with deal negotiation cycles with a successful track record
- BA/BS degree or equivalent work experience
- Ability to navigate across internally and with the customer in a trusted advisor/consultative approach
- Strong contract negotiation skills with experience driving contracts to completion on-time
- Experience with supporting adoption across organizations, serving as a change agent for the customer
- Ability to demonstrate a strategic attitude to enable persuasive value conversations with customers at an executive level
- Ability to react and adapt to potential rapid shifts in priorities
- Strong level of urgency, organization and prioritization skills
- Salesforce experience
- Excellent written and verbal communication skills
- Ability to convey value through interactions with customers
