Customer Success Manager

Role Overview

• Work on a large book of business, 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

Requirements

• Basic Experience creating and delivering on a product roadmap
• Native-level Japanese fluency
• Ability to break down technical enablement into easy to follow steps
• Focused on addressing customer needs, including defining and driving successful delivery of customer enablement solutions
• Use key data sources and customer insights to report out results and effectiveness as well as to help adjust and modify solutions and key touchpoints in the customer adoption journey
• Build customer insights through analysis of outcomes, customer behaviours and other feedback to help inform approaches both in one to many and high touch customer engagements
• Collaborate with key stakeholders (sales, CSM, marketing etc) and develop one to many segment-level adoption strategies that are executed through proactive customer lifecycle and account based customer success campaigns
• 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
• Ability to manage a large book of business and use data to develop a strategy
• Skilled in driving value through the full customer lifecycle
• 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
• Proven record creating content and training that drives adoption and usage
• 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

Benefits

• Reasonable accommodations for qualified individuals with disabilities
• Commitment to building trust and making the world more agreeable for our employees, customers and communities
• Equal opportunity to succeed, be heard, and exchange ideas openly