Dynamic Customer Success Manager

Company Overview Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM). What you'll do Dynamic CSM team members are an extension of the Customer Success Manager (CSM) team who oversee a portfolio of accounts and ensure an amazing customer experience, as measured by NPS, net revenue retention, referrals, and product usage indicators. The Dynamic CSM will perform hands-on tactical account management activities. They will collaborate with other team members to coordinate successful customer engagement, product enablement, and demonstrate value across the entire customer journey. The successful candidate will be comfortable working with customers in a one-to-many relationship, delivering consistent and automatic touch points throughout the lifecycle to ensure an exceptional customer experience. This position is an individual contributor role reporting to the Team Lead Scaled Customer Management. This position will cover APJ market and will require some out of hours coverage from 6am local time Responsibility Work on a large number of accounts at scale to increase overall client satisfaction with Docusign measured through Net Promoter Score, customer engagement with the platform, and retention Collaborate with internal teams to respond to proactive digital communications, including events, office hours, newsletters, and other resources Provide insightful technical answers and, if necessary, open a support case or escalate internally any existing technical issues or account concerns Partner with account team to recommend the most efficient way for customers to exceed their goals using the Docusign platform Influence Docusign’s strategy and product priorities to drive adoption and retention Champion new best practices and workflows to help both customers and fellow CSMs (Digital, Dynamic and Designated) achieve more Be the voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer success, and operations Job Designation Remote : Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time. Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role / job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law. What you bring Basic 2+ years of related experience Experience breaking down technical enablement into easy to follow steps Experience creating and delivering on a product roadmap Experience addressing customer needs, including defining and driving successful delivery of customer enablement solutions Experience managing a large book of business and using data to develop a strategy Experience driving value through the full customer lifecycle Preferred Strong communication skills to create and convey customer objectives, success strategies, and customer insights for internal and external stakeholders Highly collaborative, creative, goal-oriented and team-centric Strong data analysis and creative problem-solving ability, with a natural curiosity around the client’s business needs High level of resilience and a positive attitude when faced with a challenge Passionate about technology with a solution-centric mindset Excellent communication and relationship management skills, with the ability to manage multiple stakeholders and high-level executives Examples of results converting strategy to execution History of collaborating with cross-functional teams in defining adoption strategies and playbooks Experience in scalable technology adoption strategies Life at Docusign Working here Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live. Accommodation Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com. If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance. Applicant and Candidate Privacy Notice #LI-Remote #LI-GM2Basic 2+ years of related experience Experience breaking down technical enablement into easy to follow steps Experience creating and delivering on a product roadmap Experience addressing customer needs, including defining and driving successful delivery of customer enablement solutions Experience managing a large book of business and using data to develop a strategy Experience driving value through the full customer lifecycle Preferred Strong communication skills to create and convey customer objectives, success strategies, and customer insights for internal and external stakeholders Highly collaborative, creative, goal-oriented and team-centric Strong data analysis and creative problem-solving ability, with a natural curiosity around the client’s business needs High level of resilience and a positive attitude when faced with a challenge Passionate about technology with a solution-centric mindset Excellent communication and relationship management skills, with the ability to manage multiple stakeholders and high-level executives Examples of results converting strategy to execution History of collaborating with cross-functional teams in defining adoption strategies and playbooks Experience in scalable technology adoption strategiesDynamic CSM team members are an extension of the Customer Success Manager (CSM) team who oversee a portfolio of accounts and ensure an amazing customer experience, as measured by NPS, net revenue retention, referrals, and product usage indicators. The Dynamic CSM will perform hands-on tactical account management activities. They will collaborate with other team members to coordinate successful customer engagement, product enablement, and demonstrate value across the entire customer journey. The successful candidate will be comfortable working with customers in a one-to-many relationship, delivering consistent and automatic touch points throughout the lifecycle to ensure an exceptional customer experience. This position is an individual contributor role reporting to the Team Lead Scaled Customer Management. This position will cover APJ market and will require some out of hours coverage from 6am local time Responsibility Work on a large number of accounts at scale to increase overall client satisfaction with Docusign measured through Net Promoter Score, customer engagement with the platform, and retention Collaborate with internal teams to respond to proactive digital communications, including events, office hours, newsletters, and other resources Provide insightful technical answers and, if necessary, open a support case or escalate internally any existing technical issues or account concerns Partner with account team to recommend the most efficient way for customers to exceed their goals using the Docusign platform Influence Docusign’s strategy and product priorities to drive adoption and retention Champion new best practices and workflows to help both customers and fellow CSMs (Digital, Dynamic and Designated) achieve more Be the voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer success, and operations