Senior Customer Success Manager (CSM) – Government/Public Sector 
Customer Success I Chicago, Illinois -- Remote 

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 consultative role responsible for a portfolio of customers; ensuring their lifetime value and usage of DocuSign. The CSM works closely with key cross-functional teams, including sales, account management, and professional services, and will define, develop and execute effective customer adoption strategies that support their customer’s specific industry and use cases and business outcomes. The role supports DocuSign’s strategic imperative to accelerate customer adoption, use and time to value. 

The Public Sector/Government CSM will work with DocuSign’s federal, state, and local government customers to understand current state and business objectives/goals. From there, the CSM will then recommend and program manage a customized set of strategies, including strategies selected from a menu of DocuSign’s full Customer Success organization’s portfolio offering (e.g. Professional Services, DocuSign University, Adoption Consulting). The CSM must be able to understand government programs and cross-walk that understanding into winning DocuSign adoption strategies. 

The CSM can discuss and advise on core functionality and features beyond the fundamentals, to help the customer achieve specific business results and maximum value. Working with resources across the Customer Success organization and sales, the CSM may recommend specific complimentary and for-fee solutions to help customers achieve desired outcomes. They ensure best practices are adopted for product use. 

The primary focus of this role is adoption and usage of the DocuSign products, with the aspiration of supporting increased value for customers and financial growth and expansion for DocuSign. 
While an understanding of SaaS Customer Success principles is important for this role, we are looking for candidates with a consulting and/or government background who have recently made or are looking to make a move into a role in SaaS/High Tech. 

This position is an Individual Contributor and reports to the Manager of Customer Success. 
Differentiating Result #1 
Meet/Exceed target “Adoption Index” scores, including meeting/exceeding “Adoption Index Band” percentage targets for assigned portfolio. 

Differentiating Result #2 
Meet/Exceed target NNMRR (upsell and churn) targets for assigned portfolio / whole book of business (incl. up-market portfolios) 

Differentiating Result #3 
Increased customer satisfaction and value as measured by decreases in Churn and increases in upsell and cross-sell. 

Responsibilities 
*Adoption Plan Creation & Measurement (30%) 
Development and Execution of successful Adoption Plans, in collaboration with Account Management & Sales, for their designated portfolio of accounts.

Successful execution is measured as: 
*Acceleration and maximization of DocuSign product adoption 
*Increase “Adoption Index” score – mitigating churn, increasing “propensity to upsell”, moving customer into higher score segments. 
*Measure the results of executed activation strategies to inform future modification and/or development;

*Provide cross-functional (Customer Success, Engineering, Sales) input into thematic opportunities for adoption improvement 
*Provide Adoption-related insights to ongoing QBR’s, business reviews, and account renewals 
*Driving Execution of Adoption Plans (50%) 
*Drive “Adoption Plan” execution and associated customer interactions within assigned portfolio/segment 
*Coordinate and marshal internal resources and capabilities to support the adoption plan 
*Account team/sales alignment and engagement (20%) 
*Collaborate and communicate with account team(s) 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 

*Government Expertise: Experience working in or with federal, state or local government in a technology and/or programs capacity. 
*Project/Program Management: Understanding of and experience using basic project and program management methodologies and tools. 
*Data Analytics: Learn and use data and analytics. Background in leveraging analytics through a variety of tools to inform and execute customer strategies. 
*DocuSign Product Aptitude: Strong understanding of and/or aptitude for learning fundamentals of product / platform features and capabilities, common customer applications, and solution marketecture. 
*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. 
*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 

• Bachelor’s degree from an accredited school 
• 6+ years of proven professional in customer-facing roles with strong ability to articulate vision, strategy, and plans to highest levels of the organization. 
• Federal, state, and/or local government experience and expertise 
• Project Management basic coursework and/or methodology use in practice 
• Change Management understanding and methodology use in practice 
• Experience with SaaS, professional services, and/or management consulting 
• Enthusiasm about SaaS and ability to learn various SaaS technologies quickly 
• Passion and ability to articulate how DocuSign can improve government 
• Willingness and ability to travel nationally to customer sites 

Preferred Qualifications 

• Consulting background, preferably in government space 
• MBA, MPA, or MPP 
• Lean basic coursework and/or methodology use in practice 
• Demonstrated experience developing as a SME with SaaS applications 
• Ability to interact with and influence all levels, from individual contributors (e.g. System Administrators) to leaders (e.g. Executive Sponsors) 
•  Salesforce experience 
• Polished 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.
#LI-DS1