Strategic Customer Success Manager

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 Docusign Strategic Customer Success Manager (CSM) is responsible for owning a portfolio of our most complex, high-value accounts and renewals in an assigned territory. The Strategic CSM serves as a trusted executive advisor, driving measurable return on investment for our customers and unlocking enterprise-wide digitalization at scale. Within their defined territory, the Strategic CSM is responsible for developing and executing sophisticated customer success and value strategies, identifying significant growth opportunities, leading complex negotiations to favorable renewal outcomes, and delivering insights that drive transformational change for customers and the business. The Strategic CSM is a critical member of the Account team, working in close partnership with our Sales Team (Account Executives) and cross-functional stakeholders.   This position is an individual contributor role reporting to the Director, Solution Consulting, Asia.   Responsibility Prevent risk and accelerate growth across a portfolio of strategic accounts through proactive executive engagement, value realization, and alignment with key stakeholders, as measured by renewal and expansion outcomes Achieve financial and strategic revenue, bookings, and billings targets across a high-value territory Maintain and communicate a rolling forecast of your territory, surfacing renewal risk early and partnering with internal resources to develop resolution strategies Own and lead complex, executive-level negotiation strategies for Docusign's most strategic renewals while protecting and deepening customer trust Conduct regular executive business reviews with customers to ensure enterprise-wide adoption, quantifiable value realization, and alignment with their primary business objectives Develop and own comprehensive adoption strategies for complex, multi-stakeholder environments, leveraging key partners across the Docusign ecosystem to deliver transformational outcomes Serve as the primary point of contact and escalation owner on behalf of strategic customers, driving swift resolution while maintaining long-term relationship health Collaborate cross-functionally with Sales, Customer Success, Pricing, Legal, Revenue Operations, and Product Management to design and execute growth and risk mitigation strategies for the most critical accounts in the portfolio Drive account expansion by serving as a senior voice within the account team — identifying and developing incremental growth opportunities and orchestrating the appropriate internal resources to execute Apply rigorous portfolio analysis, evaluating usage trends, health signals, engagement data, and behavioral patterns to prioritize high-impact activities and deliver favorable outcomes for customers and Docusign Champion best practices across all internal processes including opportunity management, data quality, CRM hygiene, quoting, and forecasting   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 posi