Senior Customer Success Account Manager
Docusign
React
Account Manager – Customer Success
Docusign
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $31 - $52 per hour
Job Level
JuniorMid-Level
Tech Stack
React
About the role
- Own a portfolio of accounts and renewals in an assigned territory and support customer adoption
- Develop and implement effective customer success and value strategies to drive return on investment and digitalization
- Identify growth opportunities, negotiate favorable renewal terms, and achieve financial and strategic revenue, bookings and billings targets
- Maintain and update a rolling forecast of territory and communicate renewal risk to internal resources
- Own and implement win/win negotiation strategies for strategic renewals while protecting customer trust
- Conduct business reviews with critical customers to ensure adoption and alignment with customer objectives
- Serve as primary point of contact and facilitation for customer issues and concerns
- Collaborate with Sales, Customer Success, Pricing, Legal, Revenue Operations and Product Management to develop growth and risk mitigation strategies
- Evaluate portfolio by analyzing usage, health, data, and behavioral patterns to prioritize work for favorable outcomes
- Follow best practices for internal processes including opportunity management, data quality, CRM hygiene, quotes and forecasting
- Individual contributor reporting to the Manager, Customer Success Account Management
Requirements
- 2+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success, ideally within SaaS offerings
- Experience with quota-carrying roles and proven history of meeting key performance indicators
- BA/BS degree or equivalent work experience
- Experience with deal negotiation cycles with a successful track record
- Contract negotiation skills with experience driving contracts to completion on-time
- Experience supporting adoption across organizations, serving as a change agent for the customer
- Ability to react and adapt to potential rapid shifts in priorities
- Urgency, organization and prioritization skills
- Salesforce experience
- Written and verbal communication skills
Benefits
- Bonus: Sales personnel eligible for variable incentive pay dependent on achievement of pre-established sales goals; Non-Sales eligible for company bonus plan
- Paid Time Off: earned time off and paid company holidays based on region
- Paid Parental Leave: take up to six months off 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
- Retirement Plans: select retirement and pension programs with potential for employer contributions
- Learning and Development: coaching, online courses and education reimbursements
- Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events
- Global benefits options
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successrenewal managementaccount managementquota-carrying rolesdeal negotiationcontract negotiationdata analysisCRM hygieneforecasting
Soft skills
communicationorganizationprioritizationadaptabilityurgencynegotiationcollaborationcustomer trustchange agent
Certifications
BA/BS degree
