Senior Customer Success Account Manager

Job Description:

  • Own a portfolio of accounts and renewals in an assigned territory
  • Serve as a customer adoption advisor, driving a return on customers' investment in Docusign
  • Develop and drive effective customer success and value strategies
  • Identify growth opportunities and negotiate favorable renewal terms
  • Provide insights to the business and customers that improve future outcomes
  • Conduct regular business reviews with customers to ensure that they are adopted and deriving value from the product
  • Collaborate with internal resources to develop growth and risk mitigation strategies for key accounts
  • Improve account growth by identifying incremental growth opportunities within the accounts
  • Evaluate your portfolio and effectively analyze usage, health, data, and behavioral patterns

Requirements:

  • 5+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success, ideally within SaaS offerings
  • Experience with quota-carrying roles and proven history of meeting key performance indicators
  • Experience with deal negotiation cycles with a successful track record, ability to navigate across internally and with the customer in a trusted advisor/consultative approach
  • BA/BS degree or equivalent work experience
  • Strong contract negotiation skills with experience driving contracts to completion on-time
  • Experience with supporting adoption across organizations, serving as a change agent for the customer
  • Ability to demonstrate a strategic approach to enable persuasive value conversations with customers at an executive level
  • Ability to react and adapt to potential rapid shifts in priorities
  • Strong level of urgency, organization and prioritization skills
  • Salesforce experience
  • Excellent written and verbal communication skills

Benefits:

  • Paid Time Off: earned time off as well as paid company holidays based on region
  • Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
  • Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
  • Retirement Plans: select retirement and pension programs with potential for employer contributions
  • Learning and Development: options for coaching, online courses and education reimbursements
  • Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events
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