Customer Success Manager – Manufacturing/Retail

| Chicago

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. 


  • 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, 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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The Loop has theater, arts, architecture, parks and riverwalks and great restaurants. All a stone's throwaway from the DocuSign offices.

An Insider's view of DocuSign

What’s the vibe like in the office?

There is always something new to learn and the opportunities to grow are endless. Chicago has a growing tech community, so it’s great to help contribute to that growth. Our Chicago office has a very collaborative group of people and is an exciting place to work as we expand. The happy hours and informal guitar jam sessions aren’t bad either.


Senior Director of Engineering

How do you collaborate with other teams in the company?

Everyone has tremendous amounts of knowledge in different fields, you can go to anyone and just pick their brains. I feel like I’ve learned more here than anywhere else I’ve ever worked. My coworkers are great. Not only do we have similar interests, sports, games, and shows. We all have the drive to do our craft better.


Software Engineer

How does the company support your career growth?

DocuSign encourages anyone’s desire to learn more and provide you with multiple opportunities to expand your knowledge. For example, we have an Educational Assistance Program that gives employees a chance to pursue continued education and get reimbursed! I’ve grown a lot since I’ve started working here and am now where near plateauing.


SQL Database Administrator

How do you make yourself accessible to the rest of the team?

We strive for a flat organization—so, our executives are involved in guiding, reviewing and mentoring teams. And because we are growing fast, you can get involved in different aspects of our product and this learning will help propel your career forward.


Chief Product Officer

What is your vision for the company?

One of my goals is that everybody who works at DocuSign can look back at their time here and say they did or are doing the work of their lives at DocuSign.



What are DocuSign Perks + Benefits

DocuSign Benefits Overview

Need time off? We offer generous Paid Time Off, Paid Volunteer Time Off, 6 Months Paid Parental Leave, Paid Bereavement Leave and Military Leave.

Interested in comp? We offer complete Total Rewards Compensation which includes equity grants, ESPP, Pre-tax and Post-Tax Retirement Benefits/Pension and Employee Referral Bonus Program ($2K!)

Want to thrive? We offer comprehensive Health Benefits (Free for employees; 50% paid coverage for dependents) and a Wellness Benefit

What to expand your mind? Take advantage of our extensive Learning & Development training (in person and online), Education Assistance ($5K/year) and DocuSign University certification

Have a little fun! Enjoy happy hours, plentiful snacks and refreshments and fun team offsites

Interested in giving back? Volunteer 3 days a year and donate to charity and DocuSign IMPACT will match your gift.

Volunteer in local community
DocuSign pledges 1% of our time by granting employees 3 VTO (Volunteer Time Off) days as part of our DocuSign IMPACT initiative.
Partners with Nonprofits
Through DocuSign for Forests™ initiative, we will donate $1.5 million to organizations that preserve the world’s forests. The first $1 million will go to the Jane Goodall Legacy Foundation.
Friends outside of work
Eat lunch together
Intracompany committees
There are many ways to contribute to our culture including but not limited to engaging with our Employee Resource Groups (ERGs): Women, Pride, BOLD, Honor, Parents, LatinX.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Board of Directors: Chairwoman, 4 women (36%), 3 non-Caucasians CEO Direct reports: 4 women (30%), 1 non-Caucasians, 1 LGBTQ
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
DocuSign employees can contribute up to $2,700 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
DocuSign employees receive a minimum of 20 days per year of paid time off.
Paid Volunteer Time
Our employees receive 24 hours ( 3 days) per year of paid volunteer time as part of our DocuSign IMPACT program
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
We offer $5,000 annually for continuing education.
Online course subscriptions available
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