ID 2024-24690

Location

US-CA-San Francisco | US-IL-Chicago | US-WA-Seattle

Category

Customer Success & Consulting

Position Type

Regular

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

As Vice President, Customer Success for North America Key Accounts, you will join our CS (Customer Success) organization and become an integral part of how we are transforming the way our customers achieve success.

The CS Management team is chartered with supporting our customers through development of key relationships and partnerships that allow us to help them drive product adoption, usage and most importantly, value from the Docusign platform. Within CS Management, the Key Accounts team focuses on supporting our largest and most strategic customers.

This is a hybrid Customer Success and Sales role where you will be responsible for owning renewal outcomes and retention as well as partnering with the account team to drive cross-sell and upsell opportunities within our largest customers in North America.

An ideal candidate will bring a Customer First approach focusing on delivering customer value, building customer trust, and driving the best outcomes for our customers. Working across the business, you will ensure cross functional collaboration with teams such as Sales, Professional Services, Product, Finance, Enablement, and Support to drive alignment on the field go-to-market strategy in order to support both new and existing customers across their customer journey.

In addition to retention and growth outcomes, you will be responsible for leading business strategy and execution. Cultivating a positive, collaborative, and high-performing team environment, you will lead by example and build a strong culture within the Customer Success team. You will use exceptional operational skills to navigate ambiguity, establish standardized processes, and adapt strategies as needed. Using data and systems, you will analyze and measure key performance metrics, ensuring strategies are effectively driving adoption, reducing churn, increasing net retention, and enhancing overall customer satisfaction.

This position is a People Manager role reporting to the Group Vice President, Customer Success Account Management.

Responsibility

• Drive collaboration, engagement, and alignment by ensuring regular communication of key customer activities, events, and performance metrics including usage, churn, and net retention to ensure the most effective path to success for customers and Docusign
• Drive customer advocacy using customer feedback and knowledge to build product roadmap requirements; act as voice of customer regarding issues, opportunities and enhancements
• Act as the expert for all relevant KPIs for your business
• Leverage data to understand areas of strength and opportunity, and implement relevant action plans to measure improvement
• Coordinate with key services organizations in CS to ensure customers have the right services and capabilities to achieve results
• Be responsible for the overall culture, and health of your organization, encouraging and supporting the development of your teams
• Select talent, develop the team, and drive a positive and collaborative culture that values teamwork and results
• Develop measurable and repeatable standard processes and strategies to encourage product adoption, value, growth, renewal retention, and opportunity creation
• Use technology, systems and processes to drive consistency, repeatability and scale
• Work closely with Sales and Success Operations to ensure alignment on key platforms and technologies that support the business
• Define and use key reporting methodologies to understand and represent the business
• Maintain the financial integrity of the Key Accounts Customer Management department; expense management, budget changes, approval of transactions, etc.
• Deliver key strategic business reviews with key stakeholders
• Provide executive and C-Suite level communication and engagement, including providing key updates and presentations

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

Basic

• BS/BA degree required
• 10+ years of leadership experience in customer success, account management, consultative sales and/or business consulting, preferably within a SaaS model and at large scale
• 10+ years of experience working at a technology company, preferably within a SaaS model
• 10+ years leading leaders and managing teams
• 10+ years of strategy development and strategic planning including GTM development
• Background using data and analytics in decision making
• Experience working with cross functional teams and in a matrix environment to achieve company objectives
• Performance management and talent development experience
• Experience using and integrating technology platforms into the rhythm of the business

Preferred

• Proven success at building highly functioning and accountable teams
• Excellent communication and presentation skills, both verbal and written
• Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, and occasionally, unprecedented

Based on applicable legislation, the below details pay ranges in the following locations:

California: $200,000.00 - $298,350.00 base salary

Illinois and Colorado: $193,500.00 - $280,575.00 base salary

Washington and New York (including NYC metro area): $193,500.00 - $290,000.00 base salary

This role is also eligible for bonus, equity and benefits.

This role is also eligible for bonus and benefits.

Global benefits provide options for the following:

• 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

Working here

Docusign is committed to building trust and making the world more agreeable 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 than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at [email protected].

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on 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, or any other legally protected category.

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