Senior Manager, Customer Success Account Management

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Oversee crucial elements of the post-sale customer lifecycle, concentrating on adoption, retention, and growth.

• Lead a team of Customer Success Account Managers.

• Take ownership of team growth, development, and enablement.

• Recruit and nurture Customer Success Account Managers to achieve retention and growth objectives.

• Meet financial and strategic revenue bookings and billings goals for assigned quotas and targets.

• Keep and revise rolling retention and churn forecasts for the team’s territory.

• Relay risks to executive leadership.

• Execute scalable processes and playbooks to enhance team metrics.

• Advocate for cross-functional initiatives that improve gross retention and upsell results.

• Collaborate with leaders across the Docusign ecosystem on unified initiatives.

• Act as a customer escalation point, driving satisfaction and negotiations while safeguarding customer trust.

• Establish culture, pace, and expectations for individual teams.

• Report to the Director of Customer Success Manager.

⛳️ Requirements

• At least 8 years of experience in Renewal Management and/or Customer Success, consultative sales, or business consulting, preferably within a SaaS environment.

• Over 8 years of experience with sales methodologies, including account prospecting, consulting on business challenges, crafting and presenting proposals, negotiating terms, and closing deals.

• Proven experience in leading large teams.

• Demonstrated history of meeting performance targets.

• Experience in a field organization with defined targets and financial goals.

• Ability to attract, mentor, and retain top talent.

• Experience in developing a professional culture that fosters innovation, motivates employees, and delivers results.

• Proficiency in resolving complex, diverse, and unprecedented challenges.

• Experience in managing and coaching the customer journey from implementation through to renewal.

• Background in customer communications, presentations, RFP submissions, client negotiations, change management, and deal finalization.

• Familiarity with enterprise content and/or contract platforms such as ECM, Document Management, Contract Management, eDiscovery, or BPM systems and their implementations.

• Knowledge of using data and analytics for decision-making.

• Ability to engage and influence all levels and divisions within an organization.

• Experience in change management and Leading Change methodology or practical experience.

• Outstanding written and verbal communication and presentation skills.

• Proficiency with AI and machine learning technologies and their implementations; comfort using AI-assisted workflows.

• Knowledge of project management and/or business process reengineering, or relevant hands-on experience.

• Experience with Salesforce and Gainsight.

• Strong forecasting and results management experience, including churn management.

• Excellent people management and leadership capabilities.

• Effective process management skills.

• Willingness and ability to travel as required.

• Must be authorized to work in the United States on a full-time, permanent basis without current or future sponsorship.

🏝️ Benefits

• Variable incentive pay or a company bonus plan, based on role and performance.

• Restricted Stock Units (RSUs).

• Paid time off and paid company holidays, depending on the region.

• Up to six months of paid parental leave.

• Comprehensive health benefits plans, including options with 100% employer-paid coverage and minimal employee contributions from day one.

• Retirement and pension programs with potential employer contributions.

• Coaching, online courses, and educational reimbursements.

• Paid compassionate care leave following the loss of a loved one and during other life-changing events.

• Remote work designation.

• Reasonable accommodations for qualified individuals with disabilities or for religious reasons.