Lead Customer Success Account Manager

Docusign is a company that brings agreements to life, serving over 1.5 million customers globally. They are seeking a Lead Customer Success Account Manager responsible for managing a portfolio of strategic accounts, driving customer adoption and renewal outcomes, and collaborating with internal teams to develop effective strategies for customer success.

Responsibilities:

• Support accounts across Federal Civilian, DoD, IL-4 and IL-5 to prevent risk and drive growth in our top customers through early engagement, driving value, engaging with key partners and mapping our customers to our executives as measured by renewal outcomes
• Achieve financial and strategic revenue, bookings and billings targets
• Maintain and update a rolling forecast of your territory and communicate any renewal risk to internal resources in order to develop resolution strategies, up to and including Executive Engagement
• Own and implement win/win negotiation strategies for Docusign’s strategic renewals while protecting and enhancing customer trust
• Conduct regular business reviews with our customers to ensure that they are adopted and deriving value from our products, and we are aligned with our customers primary objectives
• Own the full adoption strategy across multiple products, using key collaborators across the Docusign ecosystem to deliver comprehensive paths for success
• Serve as the primary point of contact and facilitation on behalf of our customers for any issue concerns
• Collaborate with internal resources such as, but not limited to, Sales, Customer Success, Pricing, Legal, Revenue Operations and Product Management to develop growth and risk mitigation strategies for key accounts
• Discuss and advise on core functionality and features beyond the fundamentals, and effectively communicate the art of what is possible
• Act as a Docusign expert for our customers, identifying process gaps and coordinating with Docusign resources to ensure successful adoption and deployment
• Increase account growth by taking a major role within the account team, helping to identify incremental growth opportunities within the account, and involving the appropriate internal resources where applicable
• Evaluate your portfolio and effectively analyze usage, health, data, and behavioral patterns to prioritize time to render the most favorable outcomes for the customer and Docusign
• Travel occasionally to build customer relationships and improve overall partnership, up to 20%
• Follow and adhere to best practices for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting

Requirements:

• 12+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success
• BA/BS degree or equivalent work experience
• Experience with quota-carrying roles and meeting key performance indicators
• Experience with complex deal negotiation cycles
• Experience leading an adoption strategy across large-scale organizations, serving as a change agent for the customer
• Experience managing accounts across supporting Federal Civilian, DoD, IL-4 and IL-5
• Strong contract negotiation skills with experience driving complex, high value multi-year contracts to completion
• Ability to navigate across internally and with the customer in a trusted advisor/consultative approach and establishing credibility quickly with senior level executives across the organizations
• Ability to demonstrate a strategic approach to enable persuasive value conversations with customers at an executive level
• Ability to interact with and influence all levels from individual contributors to executives
• Ability to react and adapt to potential rapid shifts in priorities
• Strong level of urgency, organization and prioritization skills
• Project management, business process reengineering and change management methodology knowledge and/or first-hand experience
• Salesforce experience
• Excellent written and verbal communication skills
• Ability to conduct value analysis around ROI