Strategic Customer Success Account Manager at Docusign

Remote - Brazil

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Docusign Customer Success Account Manager (CSAM) is responsible for a portfolio of accounts and renewals in an assigned territory. The CSAM serves as a customer adoption advisor, driving a return on our customers’ investment in Docusign and unlocking further digitalization. Within their defined territory, the CSAM is responsible for developing and implementing effective customer success and value strategies, identifying growth opportunities, negotiating favorable renewal terms, and providing insights to the business and customers that improve future outcomes. This role will be a valuable member of the Account team, working in collaboration with our Sales Team (Account Executives). The ideal candidate will drive accountability with themselves and their business partners, thriving in a fast‑paced environment.

Requirements

Education

  • BA/BS degree or equivalent work experience

Experience

  • 8+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success within SaaS offerings

Skills

  • Sales
  • Renewal Management
  • Account Management
  • Customer Success
  • SaaS
  • quota carrying
  • deal negotiation
  • strategic approach
  • change agent
  • prioritization
  • organization
  • Salesforce experience
  • written and verbal communication

Responsibilities

  • Prevent risk and drive growth in our customers through early engagement, driving value, engaging with key partners as measured by renewal outcomes
  • Achieve financial and strategic revenue, bookings and billings targets
  • Maintain and update accurately a rolling forecast of your territory and communicate any renewal risk to internal resources in order to develop resolution strategies
  • Own and implement win/win negotiation strategies for Docusign’s strategic renewals while protecting and improving customer trust
  • Conduct regular business reviews with our customers to ensure that they are embraced and deriving value from our product, and we are aligned with their primary objectives
  • Be accountable for the full adoption strategy, using key partners across the Docusign ecosystem to deliver comprehensive paths for success
  • Serve as the primary point of contact and facilitation on behalf of our customers for any escalation concerns
  • Collaborate with internal resources such as, but not limited to, Sales, Customer Success, Pricing, Legal, Revenue Operations and Product Management to develop growth and risk mitigation strategies for key accounts
  • Improve account growth by taking a major role within the account team, helping to identify incremental growth opportunities within the account, and involving the appropriate internal resources where applicable
  • Evaluate your portfolio and optimally analyze usage, health, data, and behavioral patterns to prioritize time to render the most favorable outcomes for the customer and Docusign
  • Follow best practices for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting
  • Be an owner of the renewal process, ensuring that key timelines are met and the renewal is mutually beneficial

Technologies

Salesforce

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