Company Overview

Docusign brings agreements to life. More than 1.8 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 the Docusign AI-native IAM 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 Senior Manager, Customer Success Management is a high-impact role responsible for managing key aspects of the customer lifecycle, focused on driving customer adoption of Docusign’s products and services, leading to improved retention & growth. The Senior Manager is a proven leader with a track record of leading Customer Success in adoption/consumption oriented SaaS companies. This individual will execute on the strategy necessary for achieving retention, churn and growth quotas for their assigned team & customers. This leader will drive their organization’s strategy and manage the overall performance of people & processes to achieve the highest levels of customer adoption and consumption, retention, engagement & satisfaction. This individual will be a customer-first leader, dedicated to continuing to improve the customer value realisation and experience through their intentional playbooks and processes. Additionally, this individual will excel and champion cross-functional initiatives to maximize retention,



building strong alignment with key business partners.

This position is a people manager role reporting to the Senior Director, Enterprise Customer Success APJ.

Responsibility

- Execute their team’s vision & strategy and manage the overall performance of people and process to achieve the highest levels of retention, growth and satisfaction for the customer base
- Maintain/update a rolling growth, retention & churn forecast of their team’s territory accurately and communicate any risk to executive leadership
- Execute scalable processes and playbooks that drive the team’s metrics forward
- Champion cross-functional initiatives to maximize gross retention & customer growth outcomes
- Partner closely with leaders from across the Docusign ecosystem, driving unified initiatives forward
- Serve as a customer escalation point for their team in driving satisfaction & negotiations, while protecting and enhancing customer trust
- Set the culture, pace and expectations for their individual teams, with a clear focus on driving customer value realisation and satisfaction
- Perform adhoc duties as directed by Management

Job Designation

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)





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

- 7+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success - ideally within SaaS offerings
- 5+ 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
- Executive-level experience in B2B customer success roles
- Experience negotiating with C-level executives
- Experience leading an adoption strategy across organizations, serving as a change agent for the customer

Preferred

- Proven record of meeting performance goals
- Experience in a field organization with targets and financial goals
- Able to attract and retain talent
- Creates a skilled 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 value and adoption journey process inclusive of all stages from including implementation through renewal
- Excellent communication and presentation skills, both written and verbal
- Experience with AI/machine learning technologies and implement

📌 Senior Manager, Customer Success Management (Sydney)
🏢 Unavailable
📍 Sydney