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About the role
- Conduct 1-to-1 customer engagements focused on product adoption, value realization, and satisfaction
- Prepare for meetings using customer goals, usage data, and support history
- Follow defined success plans and frameworks to guide customers toward adoption milestones and retention drivers
- Use consultative techniques to align Docusign solutions with customer goals, pain points, and industry-specific use cases
- Identify growth opportunities and recommend feature adoption paths that support long-term business objectives
- Influence renewal readiness by driving successful product usage and showcasing best practices
- Collaborate with Product, Support, Renewals, and Sales to ensure a seamless, coordinated customer experience
- Escalate blockers or recurring issues to senior team members and functional leads as needed
- Maintain accurate engagement records and follow-ups in Salesforce and Gainsight. Consistently meet performance targets related to engagement volume, CSAT, and adoption outcomes
- Build trust through clear, responsive communication and product expertise
- Promote use of self-service resources and advocate for follow-up sessions to drive deeper adoption
- Maintain strong product knowledge and stay informed on relevant customer industries and challenges
- Support or lead product showcase sessions and webinars to promote advanced features and use cases
Requirements
- 2+ years of experience in a customer-facing role such as Customer Success, Account Management, or Support, preferably in a SaaS or technology environment
- Experience conducting consultative customer engagements focused on product adoption, value realization, and satisfaction
- Experience with customer engagement platforms (e.g., Salesforce, Gainsight) for tracking activities, documenting outcomes, and managing tasks
- Experience interpreting customer usage data, support history, and feedback to tailor engagements and drive outcomes
- Demonstrated ability to identify upsell opportunities and align product value to customer business objectives
- Familiarity with vertical-specific customer needs and use cases (e.g., legal, finance, HR, sales)
- Experience hosting product showcases, webinars, or user group sessions
- Ability to analyze and act on customer health metrics and lifecycle indicators
- Comfortable navigating change, ambiguity, and shifting priorities in a fast-paced environment
- Strong communication and interpersonal skills, with the ability to build trust quickly and lead customer conversations with clarity and confidence
- Organized and self-motivated with strong time management skills and attention to detail
- Comfortable collaborating with cross-functional teams such as Product, Sales, Support, and Renewals to coordinate customer engagement
- Proficiency in using self-service tools, knowledge bases, and resources to support customer enablement.
Benefits
- Reasonable accommodations for qualified individuals with disabilities
- Equal opportunity to succeed
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer engagementproduct adoptionvalue realizationconsultative techniquesupsell opportunitiescustomer health metricslifecycle indicatorsdata interpretationtime managementperformance targets
Soft Skills
communicationinterpersonal skillsorganizational skillsself-motivationattention to detailtrust buildingclarity in conversationsadaptabilitycollaborationleadership