Drive consumption and adoption metrics tied to revenue commitments for Docusign’s most strategic accounts
Proactively monitor product usage data and implement targeted, large-scale strategies to ensure widespread product usage
Lead the creation and execution of comprehensive Success Plans in collaboration with Sales and the customer
Act as a strategic advisor to executive and technical teams, bringing industry best practices to the relationship
Partner with customers to define, track, and validate successful business outcomes against strategic goals
Identify and mitigate organizational and adoption risk early through proactive stakeholder engagement
Coordinate activities across internal silos to expedite resolution of complex issues for your customers
Support Sales by leveraging customer experience insights to identify adjacent, high-value use cases
Establish standard practices for decision ownership within your portfolio
Evaluate and adopt technical tools, including AI solutions, to boost efficiency and impact

BA/BS degree or equivalent work experience
8+ years of experience in an Enterprise Customer Success, Strategic Account Management, or Consulting role
Proven track record of driving adoption, organizational change management, and measuring ROI for complex enterprise accounts
Experience navigating large enterprise deal cycles and working with executive stakeholders (VP, C-level)
Ability to translate business goals into scalable execution plans within customer organizations
Expert-level knowledge of change methodologies and experience guiding customers through transitions
Strong commercial acumen and the ability to identify strategic expansion opportunities
Fluency in key customer-facing analytics (Salesforce, Gainsight) and business intelligence tools

Strategic Customer Success Manager

Key skills