CS Principal Field Adoption Manager

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).

The Lead Field Adoption Manager will play a critical role in designing and executing programs and initiatives that enhance the CLM and eSign customer experience and drive ongoing CLM and eSign adoption and retention. This role involves working across Customer Success, Product, Engineering, Operations, GDA, and other key stakeholders to collaboratively design, support and measure CLM and Esign customer condition, activation and adoption, oversee the formulation of cross functional strategies, playbooks and programs to positively impact activation, adoption and retention, working cross functionally to analyze CLM and eSign customer retention, churn, growth and upsell causality and facilitate the design of programs intended to impact the same, establish appropriate meeting cadences to ensure cross functional collaboration with the working team, key product sponsors, and executive level reporting, and overall ensure the seamless operation, management and modification of a comprehensive program designed to support and track cross functional CLM and eSign adoption efforts. To ensure success in this position it will be critical that the Lead Field Adoption Manager have access to and coordinate efforts across a formal CS program team composed of a dedicated resource for key functions/segments/geographies.

This position is an individual contributor reporting to the Sr. Director, Customer Success Account Management.

Responsibility

• Work in close concert with the Sr. Director, Customer Success Account Management, CSAM leadership and IC's and (for CLM) CLM Success Advisors, to develop and deploy a comprehensive program that drives milestones, manages cross-functional dependencies and risks, and measures and impacts cross region and cross segment CLM and eSign adoption

• Work across CS to ensure aligned and coordinated development and deployment of actionable metrics and reporting that reflect key customer adoption activities in partnership with Product Ops and GDA

• Coordinate the development and delivery of standardized global implementation, onboarding and CSAM adoption plays tied to key customer implementation, onboarding and adoption activities with participation from cross-segment and cross region stakeholders

• Ensure the iterative updating of our playbooks and enablement of the DS CS teams as iterative applications, capabilities and features are released

• Ensure cross functional alignment to drive to to adoption targets mutually agreed upon by CS Leadership in partnership with ELT

• Establish and operate a series of regular but separate reporting cadences with key program stakeholders, CS Leadership and Executive leadership and prepare all collateral to support these meetings

• Communicate clearly program status updates, issues that could result in schedule changes, milestone expectations, and key results

• Identify program issues and provide recommendations for resolution proactively

• Drive on-time completion of initiatives

• Seek opportunities for program improvement continuously

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.

Basic

• 12+ relevant years in a role requiring strong program management skills or comparable skill experience as a front line Customer Success, Professional Services or Technical Support professional

• 5+ years experience with supporting software customer process optimization and change management with a focus on supporting cross functional software deployments and/or complex customer implementations

• Experience supporting Docusign CLM and/or AI-enabled contract data extraction programs is a must

• Ability to collaborate cross functionally to drive decision making process

• Ability to simultaneously drive multiple initiatives across a variety of overlapping and independent stakeholders

Preferred

• Excellent communication and leadership skills in English, Spanish, and Portuguese

• Excellent organizational and program management skills

• Superior communication skills to convey overall program objectives, success strategies, and insights for key stakeholders including but not limited to ability to support executive level presentations

• Deep technical aptitude and the ability to understand software products, connecting capabilities to customer needs

• Communication experience with a record of public speaking and writing on technical topics

• Legal background and experience supporting CLM, AI-enabled data extraction and deep understanding of contracting functions

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $X/hour - $X/hour or $X - $X base salary

Illinois, Colorado, Massachusetts and Minnesota: $X/hour - $X/hour or $X - $X base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary

Washington DC: $X/hour - $X/hour or $X - $X base salary

Ohio: $X/hour - $X/hour or $X - $X base salary 

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

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

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at for assistance.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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