Docusign

Strategic Account Manager, Customer Success

Docusign

full-time

Posted on:

Origin:  • 🇧🇷 Brazil

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Job Level

SeniorLead

Tech Stack

React

About the role

  • Responsible for a portfolio of accounts and renewals in an assigned territory
  • Serve as a customer adoption advisor, driving return on customers’ investment in DocuSign and unlocking further digitalization
  • Develop and implement customer success and value strategies; identify growth opportunities and negotiate renewals
  • Own and implement win/win negotiation strategies for strategic renewals while protecting and improving customer trust
  • Maintain and update a rolling forecast; communicate renewal risk and develop resolution strategies
  • Conduct regular business reviews to ensure customers are deriving value and aligned with their objectives
  • Serve as primary point of contact for escalations and collaborate with Sales and internal resources
  • Collaborate with Pricing, Legal, Revenue Operations and Product Management to develop growth and risk mitigation strategies
  • Analyze usage, health, data, and behavioral patterns to prioritize actions and improve outcomes
  • Follow best practices for internal processes including opportunity management, CRM hygiene, quotes and forecasting
  • Owner of the renewal process, ensuring key timelines are met and renewals are mutually beneficial

Requirements

  • 8+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success within SaaS offerings
  • Experience with quota-carrying roles and proven history of meeting key performance indicators
  • Experience with deal negotiation cycles with a successful track record
  • BA/BS degree or equivalent work experience
  • Strong contract negotiation skills (preferred)
  • Experience supporting adoption across organizations and acting as a change agent (preferred)
  • Ability to enable persuasive value conversations with executive-level customers (preferred)
  • Ability to react and adapt to rapid shifts in priorities; strong urgency, organization and prioritization skills
  • Salesforce experience (preferred)
  • Excellent written and verbal communication skills
  • Ability to convey value through interactions with customers