Company Overview Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM). What you'll do The Sr. Director, Customer Success Account Management is a high-impact role responsible for managing key aspects of the post-sale customer lifecycle, focused on retention and growth. They are a proven leader with a track record of scaling SaaS organizations. They will carry out the necessary strategy to achieve retention, churn, and growth quotas for their assigned team and customer base. This leader will drive their organization’s strategy and lead the overall performance of people and processes to achieve the highest levels of customer retention, engagement and satisfaction. The Sr. Director, Customer Success Account Management will be experienced with leading leaders, encouraging and motivating their collective teams to achieve the overarching organization’s unified vision. They will be a customer-first leader, dedicated to continuing to improve the customer experience through their intentional playbooks and processes. Additionally, this individual will excel and champion cross-functional initiatives to improve retention, building strong alignment with key business partners. This position is a people manager role reporting to the Group Vice President, Customer Success Account Management. Responsibility Implement their team’s vision and strategy and leads the overall performance of people and process to achieve the highest levels of retention, growth and satisfaction for the customer base Achieve financial and strategic revenue, bookings and billings targets for their assigned quotas and targets Maintain and update a rolling retention and churn forecast of their team’s territory and communicate any risk to executive leadership Establish highly repeatable and scalable processes and playbooks that drive the team’s vision and metrics forward Champion cross-functional initiatives to improve gross retention and upsell outcomes Partner closely with leaders from across the DocuSign ecosystem, driving unified initiatives forward Serve as a customer escalation point for Docusign’s most strategic, and highest value customers for customer satisfaction and deal negotiations, while protecting and improving customer trust Set the culture, pace and expectations for their individual teams Job Designation Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time. Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law. What you bring Basic 10+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success - ideally within SaaS offerings 7+ years leadership experience in customer success, account management, consultative sales and/or business consulting BA/BS degree Experience leading and building teams of individuals that consistently meet and exceed established goals Comfortable in owning, protect and growing the financial outcomes of a $100M+ book of business Experience with leading leaders Executive-level experience in B2B customer success roles Experienced with negotiating with C-level executives Experience with leading an adoption strategy across organizations, serving as a change agent for the customer and internally Experience meeting performance goals Preferred Experience in a field organization with targets and financial goals Able to attract and retain talent Creates a professional and inclusive culture that encourages innovation, motivates employees, and delivers outcomes. Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, and/or occasionally, unprecedented Manage and coach the team to drive the customer journey process inclusive of all stages from including implementation through renewal Coach, develop, and manage elements from customer communications, presentations, RFP submissions, client negotiations, and change management and signing the deal Experience with enterprise content and/or contract platforms such as ECM, Document Management, Contract Management, eDiscovery or BPM systems and related implementations Background using data and analytics in decision making Ability to interact and influence all levels and divisions within an organization Change management and Leading Change methodology and/or first-hand experience Excellent communication and presentation skills, both written and verbal Experience with AI/machine learning technologies and implementations Experience with growth and retention of multi-product implementations Project management, business process reengineering knowledge and/or first-hand experience Salesforce and Gainsight experience Self-motivated, highly collaborative, creative, hard-working, and team-focused Life at Docusign Working here Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live. Accommodation Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com. If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance. Applicant and Candidate Privacy Notice #LI-GS1