Sr. Manager, Customer Success Account Management
4 semanas atrás
Sr. Manager, Customer Success Account Management Docusign brings agreements to life. Over 1.5 million customers in more than 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 trapped inside documents and integrates it with business systems of record, enabling faster, more accurate decision‑making. What you’ll do Champion a data‑driven culture that enables transparency, prioritization, and early risk identification. Lead, coach, and develop a high‑performing Enterprise Customer Success team, fostering accountability, clarity, and collaboration. Establish operational frameworks and success metrics to drive governance and consistency across accounts. Build scalable engagement models that ensure predictability and alignment between customer outcomes and company goals. Own Enterprise retention, GRR, and NRR targets for Brazil, ensuring performance through disciplined execution and proactive risk management. Partner with Sales, RevOps, Partners and Product teams to identify growth opportunities and improve customer lifecycle efficiency. Support strategic negotiations and customer escalations, balancing customer trust with business results. Ensure forecast accuracy, CRM hygiene, and portfolio visibility across the team. Leverage Gainsight, Gong, and Salesforce for customer insights, performance tracking, and decision‑making. Define and monitor key health indicators to predict outcomes and guide strategic actions. Drive continuous improvement through process optimization, feedback loops, and cross‑functional collaboration. Act as the operational connector between Enterprise teams in Brazil and regional/global leadership. Translate global strategies into local execution plans, ensuring scalability and consistency. Represent Customer Success in strategic planning forums, advocating for customer needs and regional insights. Qualifications Basic 8+ years of experience in Customer Success, Account Management, or Renewals within SaaS or enterprise technology companies. 3+ years of experience managing high‑performing teams. Fluent in English and Spanish. Preferred Proven track record in driving retention, expansion, and customer value across large portfolios. Strong analytical mindset and ability to translate data into operational strategy. Experience with Gainsight, Gong, and Salesforce to drive insights and execution. Deep understanding of SaaS business metrics (GRR, NRR, ARR, adoption). Strong stakeholder management and communication skills, including C‑level engagement. Demonstrated success implementing scalable processes and governance models. High adaptability, prioritization, and ownership in dynamic environments. Benefits & Compensation 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. Docusign reserves the right to change a position’s job designation depending on business needs and local law. Life at Docusign: We are committed to building trust and making the world more agreeable. We value diversity, inclusion, and equal opportunity. If you need a reasonable accommodation during the application process, contact #J-18808-Ljbffr
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