Sr. Director, Customer Success Management - Public Sector

Job Description

Sr. Director, Customer Success Management - Public Sector
Customer Success | Remote - US

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

Our agreement with employees
DocuSign is committed to building trust and making the world more agree-able 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. And for that, you’ll be loved by us, our customers, and the world in which we live.

The team
Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts – in professional services, customer success management, learning and enablement, and customer support – you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.

This position
The Sr. Director of Customer Success Management (CSM) Public Sector is a strategic leadership role, responsible for the growth and development of a team and the team’s customer book of business. The Director is responsible for guiding the direction of their CSM function. It includes identifying opportunities to optimize the performance of DocuSign’s customers and their team with the goal of driving greater value for our customers. The role will foster a collaborative and results-driven team culture and an environment that allows individuals to thrive, and where customers can realize their return on their DocuSign Agreement Cloud (DAC) investment. The Director builds strong cross-functional and cross-regional relationships with key stakeholders within the CSM organization, across Customer Success functions, Sales, Renewal Management, Product and across the broader DocuSign organization to ensure the success of customers and maximum DAC adoption. The Director will serve as an escalation point with customers and as an advocate for their success for their area of the business

This position is a people manager role reporting to the Vice President of Customer Success Management (CSM) North America and is designated Flex.

Responsibilities

• Drive the success management strategy and approach for supporting DocuSign’s Public Sector customers
• Analyze usage and data patterns to provide insights, guidance, and set strategy
• Manage the Public Sector team of managers who oversee a team of CSMs
• Set clear performance goals and outcomes for the team
• Create relationships and collaborate cross-functionally to ensure DAC product adoption and customer success
• Serve as thought leader, customer advocate and partner to employees and customers
• Hire and develop both managers and CSMs to meet retention and growth targets
• Set the culture, pace, and expectations for a team
• Coordinate closely with CSM leadership on strategic organizational and operational direction
• Present teams progress, results, risks, and successes to executive leadership
• Work closely with the broader Go-To-Market teams to advocate and influence product and strategy requirements for the Public Sector business

Basic qualifications

• BA/BS degree or equivalent work experience
• 15+ years of management experience in customer success, account management, consultative sales and/or business consulting
• 8+ years of SaaS experience, cloud experience preferred

Preferred qualifications

• 5+ years working in the Public Sector
• Proven track record of leading and building large teams that consistently meet and exceed established retention and adoption goals
• Deep subject matter expertise in at least one area of Public Sector: State and/or Local or Education
• Demonstrated experience building, leading, and managing teams
• Able to attract and retain talent
• Proven record of meeting and exceeding performance goals
• Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, and/or occasionally, unprecedented
• Operational mind-set with a background using data and analytics to support business and strategy goals and outcomes
• Ability to interact and influence all levels and divisions within an organization
• Change management and Leading Change methodology and/or first-hand experience
• Excellent communication and presentation skills, both written and verbal
• Experience with enterprise platforms such as ECM, Document Management, Contract Management, or BPM systems and navigating Enterprise level technical stacks
  Program management, business process reengineering knowledge and/or first-hand experience
• Experience using both Salesforce and Gainsight platforms
• Self-motivated, highly collaborative, and creative

Based on Colorado law, the following details are for Colorado individuals only: Colorado base salary range: $216,000 - $280,000 and eligible for bonus, equity and benefits.

Vaccination requirement (US)
DocuSign requires all employees to be fully vaccinated against COVID-19. Therefore, to ensure the safety and well being of our employees and community, to support public health efforts, and comply with the Executive Order that applies to federal contractors, this offer is conditioned upon submission of written proof, prior to your start date, that you are fully vaccinated. DocuSign will comply with applicable law regarding the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs.About us
DocuSign helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, over a million customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. And we help save the world’s forests and embrace environmental sustainability.

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.

Accommodations
DocuSign provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including if you have any difficulty using our online system. If you need such an accommodation, you may contact us at [email protected].