Customer Success Manager (CSM) 
Customer Success I Chicago, Illinois

Our agreement with employees
DocuSign is committed to building trust and making the world more agree-able for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At DocuSign, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better. And for that, you’ll be loved by us, our customers, and the world in which we live.

The team
Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts – in professional services, customer success management, learning and enablement, and customer support – you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.

This position 
The (High Touch) CSM is a strategic customer advisor that is responsible for a portfolio of companies; ensuring their lifetime value and usage of DocuSign. Working closely with key cross functional teams including sales and professional services, the CSM will define, develop and execute effective customer adoption strategies that support their specific industry, use cases and business outcomes. This role supports DocuSign’s strategic imperative to accelerate customer adoption, product and platform use, and time to value.

The CSM serves as a key post-sale resource for customers. Using in-depth knowledge of the customer, their industry and specific use cases, with DocuSign Agreement Cloud experience (functional and technical) to increase consumption and ultimately help customers derive key business outcomes. The CSM is able to discuss and advise on core functionality and features beyond the fundamentals, and the art of the possible. As part of a core account team, the CSM helps the customer achieve specific business results and maximum value. Working with resources across the Customer Success organization and Sales, the CSM may recommend a myriad of complimentary and for fee solutions to help customers realize results. 

This position is an Individual Contributor and reports to the Manager of Customer Success. 

Responsibilities

• Success Plan Creation & Measurement (30%)
  • Development and Execution of Success Plans, in collaboration with Sales, for their designated portfolio of accounts. Responsible for gaining consensus with key customer stakeholders on objectives and desired outcomes.
  • Increase usage forecast and actuals – mitigating churn, increasing “propensity to upsell” and expand usage of the platform 
  • Measure the results of executed strategies to determine their efficacy in helping drive higher customer adoption; Provide cross-functional (Customer Success, Engineering, Sales) input into thematic opportunities for adoption improvement 
  • Provide Adoption-related insights and readouts of specific customer outcomes and ROI to support ongoing QBR’s, business reviews, and account renewals 

• Driving Execution of Success Plans (50%)
  • Drive “Success Plan” execution and associated customer interactions within assigned portfolio/segment 
  • Coordinate and marshal internal resources and capabilities to support the success plan and ensure a positive customer outcome
  • Ensure customer resource requirements and dependencies are identified and any gaps are addressed with stakeholders to keep the program on track.
• Sales/Support alignment and engagement (20%)
  • Collaborate and communicate with Sales/Support to ensure alignment on plans, drive transparency of current execution states for the assigned portfolio and any changes or updates to customer’s overall status.
    

Core Capabilities

• Data Analytics: Background in leveraging analytics through a variety of tools to inform and execute strategies & playbooks by customer segment to better product adoption.
• DocuSign Product Aptitude: Strong understanding, beyond fundamentals of product / platform features and capabilities, common customer applications, and solution marketecture.
• Industry Expertise: Use Industry/Vertical experience to proactively identify and recommend solutions that assist the customer with adoption of their use cases. Support customers meeting their specific business objectives.
• Interpersonal Skills: Strong verbal and written communications skills. The ability to interact effectively at all levels of an organization and cross functionally; influence and advocate on behalf of the customer.
• Strategic Thinking: Think strategically and identify creative solutions to meet customer needs and opportunities. Product changes should be a last resort to solving a requirement gap.
• Flexibility: Ability to anticipate change and proactively adjust priorities and strategies accordingly. Ability to work both in a team, and independently, to make the best decisions for our customers.

 Basic Qualifications

• 5+ years of experience in a related SaaS customer success, professional services, or account management capacity. 
• 5+ years working directly with customers to provide exceptional customer experiences. 
  Bachelor’s degree or higher in a relevant field preferred. 
• Deep subject matter expertise in at least one 1 industry. This should include fluency in any regulatory or compliance requirements unique to that vertical.

Preferred Qualifications

• Proven customer success professional with strong ability to articulate vision, strategy, and plans. Work in matrixed environments to drive achievement of adoption, retention, and upsell objectives.
• Experience with enterprise platforms such as ECM/Document Management/Contract Management or BPM systems (e.g. Documentum, OpenText, K2, Apttus, iCertis, SpringCM) and Salesforce.com, preferred
• Ability to interact with and influence all levels, from individual contributors (ie. System Administrators) to leaders (ex. Executive Sponsors)
• Above-average communication skills to create and convey customer objectives, success strategies, and customer insights for internal and external stakeholders. 
  Self-motivated, highly collaborative, creative, goal-oriented and team-centric. 
• Demonstrated organizational and operational skills that allow you to manage and support customers at scale. 

About us
DocuSign® helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, hundreds of thousands of customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. Plus, we save more trees together! And that’s a good thing.

DocuSign is an Equal Opportunity Employer. DocuSign is committed to building a diverse team of talented individuals who bring different perspectives to the discussion and who feel a sense of inclusion and belonging when they join our team. Individuals seeking employment at DocuSign are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.
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