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

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

Associate CSM

Key skills