Scaled Customer Management

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 Scaled CM team members are an extension of the Customer Success Account Management (CSAM) team who oversee an incoming queue of requests. Their primary function is to connect customers with the right resources while ensuring an amazing customer experience, as measured by NPS, net revenue retention, referrals, and product usage indicators. Scaled CM will perform just in time tactical account management activities. They will collaborate with other team members to coordinate successful customer engagement, product enablement, and demonstrate value across the entire customer journey. The successful candidate will be comfortable working with customers in a one-to-many relationship, delivering consistent and handling the coordination of touch points throughout the lifecycle to ensure an exceptional customer experience. This position is an individual contributor role reporting to the Director, Customer Success Management. Responsibility Work at scale, to increase overall client satisfaction with Docusign measured through Net Promoter Score, customer engagement with the platform, and retention Keep on top of a queue of incoming tasks while understanding how to prioritise Collaborate with internal teams to respond to customer communications Provide insightful answers and clear SLAs, if necessary, open a support case or escalate internally any existing technical issues or account concerns Partner with internal teams to recommend the most efficient way for customers to exceed their goals using the Docusign platform Be a voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer success, and operation 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 3+ years of experience in Customer Success, Account Management, Technical Support, or Account Operations in a SaaS environment Experience managing a high-volume incoming queue of tasks, prioritizing effectively under tight SLAs, and working in a dynamic team environment Experience working directly with customers to drive adoption, satisfaction, or issue resolution Bachelor's degree or equivalent practical experience Preferred Direct experience managing customer relationships at scale through one-to-many engagement strategies, digital campaigns, or automated workflows Familiarity with the Docusign Agreement Cloud, eSignature, Intelligent Agreement Management (IAM), or enterprise workflow solutions Proficiency with CRM and Customer Success tools such as Salesforce, Gainsight or similar platforms Exceptional written and verbal communication skills, with a track record of translating complex technical or account concepts into clear, customer-friendly guidance 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 [email protected]. If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance. Applicant and Candidate Privacy Notice