Company Overview 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). What you'll do The Sr. Manager, Customer Success Account Management is a role responsible for managing key aspects of the post-sale customer lifecycle, focused on retention and growth. They are a proven leader with a track record of scaling SaaS organizations. They will execute on the strategy necessary for achieving retention, churn and growth quotas for their assigned team and customer base. This leader will manage a team of individual Customer Success Account Managers, and be responsible for growth, development and enablement. They will be a customer-first leader, dedicated to continuing to improve the customer experience through their intentional playbooks and processes. Additionally, this individual will excel and champion cross-functional initiatives to maximize retention, building strong alignment with key business partners. This position is a people manager role reporting to the Senior Director, Customer Success Account Management. Responsibility Manage team of individual Customer Success Account Managers, responsible for their professional growth and development Hire and develop Customer Success Account Managers to meet retention and growth targets Achieve financial and strategic revenue, bookings and billings targets for their assigned quotas and targets Maintain and update an accurate rolling retention and churn forecast of their team’s territory and communicate any risk to executive leadership Implement scalable processes and playbooks that drive the team’s metrics forward Champion cross-functional initiatives to improve gross retention and upsell outcomes Partner closely with leaders from across the Docusign ecosystem, driving unified initiatives forward Serve as a customer escalation point for their team in driving satisfaction and negotiations, while protecting and enhancing customer trust Set the culture, pace and expectations for their individual teams Job Designation Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time. 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. What you bring Basic 8+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success 3+ years leadership experience in customer success, account management, consultative sales and/or business consulting BA/BS degree Experience leading and building teams of individuals that consistently meet and exceed established goals Experience with negotiating with C-level executives Experience with leading an adoption strategy across organizations, serving as a change agent for the customer Preferred Proven record of meeting performance goals Experience in a field organization with targets and financial goals Able to attract and retain talent Creates a professional culture that encourages innovation, motivates employees, and delivers outcomes Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, and/or occasionally, unprecedented Manage and coach the team to drive the customer journey process inclusive of all stages from including implementation through renewal Coach, develop, and manage elements from customer communications, presentations, RFP submissions, client negotiations, and change management and signing the deal Experience with enterprise content and/or contract platforms such as ECM, Document Management, Contract Management, eDiscovery or BPM systems and related implementations Background using data and analytics in decision making Ability to interact and influence all levels and divisions within an organization Change management and Leading Change methodology and/or first-hand experience Excellent communication and presentation skills, both written and verbal Experience with AI/machine learning technologies and implementations Project management, business process reengineering knowledge and/or first-hand experience Salesforce and Gainsight experience Self-motivated, highly collaborative, creative, goal-focused, and team-oriented Wage Transparency Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience. Based on applicable legislation, the below details pay ranges in the following locations: California: $122,700.00 - $183,150.00 base salary Illinois and Colorado: $119,800.00 - $173,650.00 base salary Washington, New Jersey and New York (including NYC metro area): $119,800.00 - $177,900.00 base salary Washington DC: $122,700.00 - $177,900.00 base salary This role is also eligible for the following: Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance. Stock: This role is eligible to receive Restricted Stock Units (RSUs). 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 Life at Docusign 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 accommodations@docusign.com. If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance. Applicant and Candidate Privacy Notice States Not Eligible for Employment This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming. Equal Opportunity Employer 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. EEO Know Your Rights poster #LI-Remote #LI-JS3