Manager, Customer Success Account Management

Docusign

23h • Remote

About The Position

The Manager, Customer Success Account Management (M3) is a people leadership role responsible for managing key aspects of the post-sale customer lifecycle, focused on retention and growth. This leader will manage a team of individual Customer Success Account Managers (CSAMs), and be responsible for their growth, development, and enablement. You will be a customer-first leader, dedicated to improving the customer experience through intentional playbooks and processes while building a collaborative, results-driven team culture.
This position is a people manager role reporting to the Senior Manager, Customer Success Account Management.

Requirements

• 5+ years of experience in Sales, Renewal Management, and/or Customer Success, ideally within a SaaS model
• 1+ years of experience in a people leadership or team lead capacity
• Proven track record of meeting performance goals in a field organization with financial targets
• Experience with sales methodologies used to consult with clients, present proposals, and negotiate terms
• BA/BS degree

Nice To Haves

• Ability to manage and coach a team through the entire customer journey, from implementation to renewal and deal signing
• Experience with enterprise platforms (ECM, CLM, BPM) and AI/machine learning technologies
• Knowledge of leading change methodologies and first-hand experience leading adoption strategies
• Background using data and analytics (Salesforce, Gainsight) for decision-making and result management
• Self-motivated, highly collaborative, and capable of resolving complex, unprecedented situations

Responsibilities

• Lead a team of individual CSAMs, taking responsibility for their professional growth, development, and performance
• Hire and develop talent to meet established retention and growth targets
• Achieve financial and strategic revenue, bookings, and billings targets for assigned quotas
• Maintain and update an accurate rolling retention and churn forecast of the team’s territory and communicate risks to leadership
• Implement scalable processes and playbooks that drive team metrics and improve customer outcomes
• Champion initiatives to improve gross retention and upsell outcomes by partnering closely with leaders across the Docusign ecosystem
• Serve as a customer escalation point for the team to drive satisfaction and successful negotiations while enhancing customer trust
• Set the culture, pace, and expectations for your individual team

Benefits

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).
• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child 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 of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

What This Job Offers

• Job Type: Full-time
• Career Level: Manager