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Senior Director, Customer Success Account Management

4 semanas atrás

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Job Title:

Sr. Director, Customer Success Account Management

About the Role

We are seeking a highly experienced and skilled Sr. Director to lead our Customer Success Account Management team. This individual will be responsible for managing key aspects of the post-sale customer lifecycle, focused on retention and growth.

Key Responsibilities:
  • Implement team vision and strategy, leading overall performance to achieve highest levels of retention, growth, and satisfaction.
  • Achieve financial and strategic revenue targets for assigned quotas and targets.
  • Maintain and update rolling retention and churn forecast, communicating risks to executive leadership.
  • Establish repeatable and scalable processes and playbooks driving team vision and metrics forward.
  • Champion cross-functional initiatives improving gross retention and upsell outcomes.
  • Partner with leaders across DocuSign ecosystem, driving unified initiatives forward.
  • Serve as customer escalation point for Docusign's most strategic customers, protecting and improving trust.
  • Set culture, pace, and expectations for individual teams.
Requirements:
  • 10+ years experience in Sales, Renewal Management, Account Management, or Customer Success, ideally in SaaS offerings.
  • 7+ years leadership experience in customer success, account management, consultative sales, or business consulting.
  • BA/BS degree.
  • Experience leading teams consistently meeting established goals.
  • Comfortable owning, protecting, and growing financial outcomes of $100M+ book of business.
  • Experience leading leaders and negotiating with C-level executives.
  • Executive-level experience in B2B customer success roles.
PREFERRED QUALIFICATIONS:
  • Experience in field organization with targets and financial goals.
  • Able to attract and retain talent.
  • Cultivate professional and inclusive culture encouraging innovation and delivering outcomes.
  • Demonstrated ability to resolve complex situations.
  • Manage and coach team to drive customer journey process.
  • Coach, develop, and manage customer communications, presentations, RFP submissions, client negotiations, and change management.
  • Background using data and analytics in decision making.
  • Ability to interact and influence all levels and divisions within an organization.

This is a people manager role reporting to the Group Vice President, Customer Success Account Management.

This position requires a proven leader with a track record of scaling SaaS organizations, driving unified initiatives forward, and championing cross-functional collaborations to improve retention and upsell outcomes.