Customer Success Advisor

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Facilitate individualized customer interactions aimed at enhancing product adoption, value realization, and overall satisfaction.

• Prepare for meetings by analyzing customer objectives, usage statistics, and support history.

• Adhere to established success plans and frameworks to guide customers toward adoption milestones and retention strategies.

• Employ consultative approaches to align Docusign solutions with customer objectives, challenges, and industry-specific applications.

• Recognize opportunities for growth and suggest feature adoption pathways that align with long-term business goals.

• Impact renewal preparedness by promoting effective product utilization and demonstrating best practices.

• Collaborate with Product, Support, Renewals, and Sales teams to ensure a cohesive and coordinated customer experience.

• Escalate any obstacles or recurring issues to senior team members and functional leads as necessary.

• Keep precise engagement records and follow-ups in Salesforce and Gainsight.

• Consistently meet performance targets related to engagement volume, customer satisfaction (CSAT), and adoption results.

• Foster trust through clear, prompt communication and product knowledge.

• Encourage the use of self-service resources and advocate for follow-up sessions to enhance deeper product adoption.

• Maintain comprehensive product knowledge and stay updated on relevant customer industries and challenges.

• Assist or lead product showcase sessions and webinars to highlight advanced features and relevant use cases.

⛳️ Requirements

• Minimum of 2 years of experience in a customer-facing position such as Customer Success, Account Management, or Support.

• Proven experience in conducting consultative customer interactions focused on product adoption, value realization, and satisfaction.

• Familiarity with customer engagement platforms (e.g., Salesforce, Gainsight) for tracking activities, documenting results, and managing tasks.

• Ability to interpret customer usage data, support history, and feedback to customize engagements and achieve desired outcomes.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Professional development opportunities