Strategic Customer Success Manager

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

📋 Description

• Mitigate risks and promote growth among our top clients by engaging early, delivering value, connecting with key stakeholders, and aligning our customers with our executives, as indicated by renewal results.

• Meet financial and strategic goals for revenue, bookings, and billings.

• Effectively maintain and update an ongoing forecast for your territory, and communicate any renewal risks to internal teams to formulate resolution strategies, including Executive Engagement.

• Develop and implement win/win negotiation tactics for Docusign’s strategic renewals while safeguarding and enhancing customer trust.

• Conduct routine business reviews with our clients to confirm they are utilizing our product effectively and achieving value, while ensuring alignment with their primary objectives.

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

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

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

• Provide insights and advice on core functionality and features that extend beyond the basics, while effectively communicating the possibilities.

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

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

• Assess your portfolio and analyze usage, health, data, and behavioral patterns to prioritize efforts that yield the best outcomes for both the customer and Docusign.

• 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 hygiene, quotes, and forecasting.

• Perform ad hoc tasks as assigned by management.

⛳️ Requirements

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

• Strong negotiation skills with a proven track record of completing high-value contracts on schedule.

• Experience in quota-carrying roles with a successful history of achieving key performance indicators.

• Proven experience in deal negotiation cycles, successfully navigating both internally and with clients in a trusted advisor/consultative manner while quickly establishing credibility with senior executives in organizations.

• BA/BS degree or equivalent professional experience.

• Proficiency in Japanese.

• Intermediate level of English proficiency.

🏝️ Benefits

• Health insurance.

• 401(k) matching.

• Flexible work hours.

• Paid time off.

• Options for remote work.