Strategic Customer Success Manager

Docusign is a leading company in e-signature and contract lifecycle management. The Strategic Customer Success Manager is responsible for driving successful adoption and business value realization for enterprise customers, while also facilitating revenue growth and ensuring alignment with customer objectives.

Responsibilities:

• Own and be responsible for consumption, adoption, and usage metrics tied to revenue commitment from customers to ensure full realization of financial contract value
• Proactively monitor product usage data and implement targeted strategies to ensure consistent and widespread product usage. Analyze usage patterns to provide strategic insights and guidance
• Act as a key partner to Sales to identify adjacent, high value use cases that will drive measurable revenue growth in addition
• Own the creation and execution of a holistic Success Plan in collaboration with Sales and internal Customer Success partners, and the customer, ensuring a clear path to achieving the customer's long-term business objectives
• Act as the strategic advisor, partner, and customer advocate to the customer's executive and technical teams, bringing industry best practices and thought leadership to the relationship. Bring industry best practices and consultative guidance to the customer relationship to ensure strategic, forward-thinking guidance
• Partner with customers to define, track, and validate successful business outcomes, ensuring and demonstrating value realization against their strategic goals. Deliver adoption-related insights and readouts of specific customer achievements
• Identify and mitigate organizational and adoption risk early through proactive stakeholder engagement and executive alignment, owning the mitigation strategy and executive communication
• Serve as the strategic advisor, own partnership with the customer advocating for the customer Docusign's long-term solution roadmap based on their evolving business objectives. Gain consensus with key customer stakeholders on the strategic path forward
• Validate and confirm that all project delivery aligns with the established customer roadmap and the defined business outcomes
• Act as the key point of contact to liaise between the customer and internal teams (Support, TAM, Engineering, Product) to coordinate activities, expedite the resolution of critical/complex issues, and drive transparency and improved communication. Leverage their knowledge and understanding of their customers to bring the voice of our customer into Product, Engineering, and other internal teams
• Collaborate and communicate with Sales and Technical Account Managers to ensure complete alignment on success plans and customer health
• Propel and drive cross-functional opportunities for adoption growth across various internal teams
• Ensure that the Technical Account Manager (TAM) and Support teams have a clear, deep understanding of the customer's specific desired business outcomes, overall solution architecture and configuration, key use cases implemented as well as upcoming roadmap
• Provide necessary support to Sales, who will own the renewal, during the renewal process
• Leverage your comprehensive knowledge of the customer's solution, product usage metrics, and business history to provide crucial context and support a strong retention strategy in partnership with the Account Executive (AE)

Requirements:

• BA/BS degree or equivalent work experience
• 8+ years of customer-facing experience managing to successful and proven outcomes
• 5+ years of experience in an Enterprise Customer Success, Strategic Account Management, or Consulting role within a SaaS organization
• Experience driving adoption, organizational change management, and measuring ROI for complex enterprise accounts
• Experience in project management and cross-functional coordination
• Experience building strong relationships and influencing senior-level stakeholders (VP, C-level)
• Excellent communication, presentation, and strategic planning skills
• Proven ability to develop and execute a formal Customer Success Plan that aligns with customer corporate strategy
• Salesforce and Gainsight experience
• Strong commercial acumen and ability to identify and support strategic expansion opportunities
• Fluency in key customer-facing analytics and business intelligence tools
• Deep subject matter expertise in at least one industry. This should include fluency in any regulatory or compliance requirements
• Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric
• Ability to build effective strategy (both with our customers and internally) and couple it with execution
• Ability to interact with and influence all levels from individual contributors to executives
• Proven record of meeting performance goals