Key skills
Enterprise Customer SuccessStrategic Account ManagementOrganizational Change ManagementROI MeasurementEnterprise Deal Cycle ManagementExecutive Stakeholder ManagementChange MethodologiesSalesforceGainsightBusiness IntelligenceStakeholder EngagementStrategic ThinkingCAIAnalyticsChange ManagementCollaborationCustomer SuccessAccount ManagementSales
About this role
Docusign is a leading company in e-signature and contract lifecycle management, serving over 1.5 million customers globally. The Strategic Customer Success Manager is responsible for driving successful adoption and business value realization for complex enterprise customers, overseeing a portfolio of high-value accounts and ensuring effective collaboration with internal teams.
Responsibilities:
- 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
Requirements:
- 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