Strategic Customer Success Account Manager

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

📋 Description

• Mitigate risks and promote growth among our key customers through proactive engagement, delivering value, interacting with essential stakeholders, and connecting our customers with our executives, as assessed by renewal results.

• Meet financial and strategic goals related to revenue, bookings, and billings.

• Maintain and update a continuous forecast for your territory accurately, while communicating any renewal risks to internal teams to formulate resolution strategies, including Executive Engagement when necessary.

• Lead and implement win/win negotiation strategies for Docusign’s critical renewals, ensuring customer trust is both protected and enhanced.

• Conduct regular business reviews with customers to confirm they are utilizing our product effectively and aligning with their primary objectives.

• Responsible for the comprehensive adoption strategy, leveraging key stakeholders throughout the Docusign ecosystem to create holistic success pathways.

• Act as the main point of contact for customers regarding any escalation issues.

• Collaborate with internal teams, including Sales, Customer Success, Pricing, Legal, Revenue Operations, and Product Management, to devise growth and risk mitigation strategies for key accounts.

• Offer insights and advice on core functionalities and features beyond the basics, effectively conveying the potential of our offerings.

• Serve as a Docusign authority for customers, identifying process gaps and coordinating with Docusign resources to ensure successful adoption and deployment.

• Drive account growth by playing a significant role within the account team, identifying additional growth opportunities, and engaging relevant internal resources as needed.

• Analyze your portfolio effectively, examining usage, health, data, and behavioral patterns to prioritize efforts for optimal outcomes for both the customer and Docusign.

• Willingness to travel occasionally to strengthen customer relationships and enhance overall partnerships (up to 10%).

• Adhere to best practices for all internal processes, including opportunity management, data quality and accuracy, CRM maintenance, quotes, and forecasting.

• Perform additional tasks as directed by management.

⛳️ Requirements

• Over 8 years of experience in Sales, Renewal Management, Account Management, and/or Customer Success, preferably within SaaS environments.

• Strong skills in contract negotiation with experience in successfully closing high-value contracts on schedule.

• Experience in quota-carrying positions with a proven record of achieving key performance metrics.

• Familiarity with deal negotiation processes, demonstrating a successful track record and the ability to navigate both internally and with customers using a consultative approach, while quickly establishing credibility with senior executives across organizations.

• BA/BS degree or equivalent professional experience.

• Proficiency in Japanese.

• Intermediate English proficiency preferred.

• Experience in leading an adoption strategy across organizations, acting as a change agent for customers.

• Ability to showcase a strategic mindset to facilitate persuasive value discussions with customers at the executive level.

• Capability to engage and influence individuals at all levels, from team members to executives.

• Flexibility to respond and adjust to potential rapid changes in priorities.

• Strong urgency, organizational skills, and prioritization abilities.

• Proficiency in Salesforce.

• Excellent written and verbal communication skills.

• Competence in conducting value analysis related to ROI.

🏝️ Benefits

• Competitive salary.

• Flexible working hours.

• Professional development budget.

• Home office setup allowance.

• Global team events.