Scaled Customer Manager, French Speaking

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

📋 Description

• Function as a member of the larger Customer Success team, concentrating on targeted one-on-one customer interactions that enhance digital initiatives and assigned CSAM responsibilities.

• Spearhead strategic, outcome-oriented engagements throughout the customer journey: from launch to optimization and renewal.

• Propel adoption, optimization, and expansion efforts for both commercial and enterprise clients.

• Collaborate with Digital CSMs, CSAMs, Account Executives, and Renewal Specialists during critical periods such as low adoption rates and upcoming renewals.

• Handle a significant volume of inquiries while providing expert-led one-on-one interactions via calls and webinars.

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

• Conduct health assessments, optimization sessions, feature-adoption discussions, and use-case design engagements.

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

• Facilitate renewal-readiness and adoption-centric sessions to clarify value, optimize use cases, identify new opportunities, and safeguard and expand recurring revenue.

• Convert technical and product concepts into straightforward guidance, recommended setups, workflows, and customized next steps.

• Record engagements, suggested actions, and results in Gainsight and Salesforce.

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

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

• Report directly to the Senior Manager of Scaled Customer Management as an individual contributor.

⛳️ Requirements

• A minimum of 3 years of relevant experience with a Bachelor’s degree or a Master’s degree.

• Proficiency in the primary language(s) of the customer segment served, including English and the relevant regional language.

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

• Ability to simplify technical enablement into clear, step-by-step guidance for non-technical audiences.

• Proven experience in crafting and delivering clear, concise communications to customers via email, calls, and digital platforms.

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

• Familiarity with scaled or digital customer success or tech-touch programs, including playbook-based engagements and utilization of CTAs.

• Knowledge of Docusign products, such as eSignature, IDV, and IAM, along with common commercial SaaS applications.

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

• Excellent organizational skills and ability to manage a high volume of daily requests while ensuring quality and attention to detail.

• A collaborative, goal-oriented, and team-focused mindset, paired with resilience and a positive outlook.

🏝️ Benefits

• Reasonable accommodations for qualified individuals with disabilities or religious needs during the application process.

• Equal opportunity to succeed and be heard.

• Work from a designated remote location for the majority of your time.