Scaled Customer Manager – English, Spanish

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

📋 Description

• Function as an integral part of the wider Customer Success team within a scaled customer success framework.

• Spearhead targeted one-on-one and group customer interactions throughout the stages of launch, optimization, and renewal.

• Enhance customer satisfaction and long-term value across a portfolio, evaluated by customer health, product usage, net revenue retention, and feedback following engagements.

• Conduct health checks, optimization sessions, feature adoption meetings, and use-case design consultations.

• Analyze usage patterns, identify obstacles, and propose best-practice solutions for Docusign IAM, eSignature, and associated products.

• Collaborate with Digital CSMs, CSAMs, Account Executives, and Renewal Specialists on CTAs, digital campaigns, webinars, and renewal processes.

• Facilitate renewal-readiness and adoption-focused sessions to clarify value, optimize existing use cases, identify new opportunities, and protect or enhance recurring revenue.

• Convert technical and product concepts into clear guidance, suggested configurations, workflows, and next steps.

• Document engagements, recommended actions, and results in Gainsight and Salesforce.

• Work in partnership with Digital Success, CSAMs, Sales, Renewals, Support, Marketing, and Operations teams.

• Convey customer insights to influence product and program priorities.

• Contribute to the development of reusable playbooks, best-practice resources, and success stories.

⛳️ Requirements

• Minimum of 3 years of relevant experience.

• Proficient in both English and Spanish.

• Background in customer-facing positions such as customer success, account management, consulting, support, or implementation, ideally within the SaaS industry.

• Proven ability to simplify technical enablement into clear, step-by-step instructions for non-technical audiences.

• Experience in crafting and delivering straightforward customer communications through email, calls, and digital platforms.

• Skilled in working with data and reports, such as usage statistics and health scores, to prioritize actions and assess impact.

• Familiarity with scaled or digital customer success initiatives or tech-touch programs, including playbook-driven interactions and the use of CTAs.

• Ability to manage a high volume of requests while ensuring strong customer outcomes.

• History of collaborating with cross-functional teams to develop and implement adoption strategies and scalable playbooks.

• Knowledge of Docusign products, including eSignature, IDV, and IAM, along with common commercial SaaS use cases.

• Proficient in utilizing Salesforce, Gainsight, Outreach, and analytics or BI tools in a customer success environment.

• Strong organizational abilities to handle a substantial number of daily requests while maintaining quality and attention to detail.

• Collaborative, goal-driven, and team-oriented mindset, with resilience and a positive attitude.

🏝️ Benefits

• Reasonable accommodations for qualified individuals with disabilities during the job application process.

• Religious accommodations during the application process.

• Equal opportunity to thrive, be heard, share ideas openly, forge lasting relationships, and engage in meaningful work.