Director, Enterprise Customer Success Management, Southern Europe

Job Description

Director, Enterprise Customer Success Management, Southern Europe
Customer Success | Paris, France

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 Customer Success Management team is a key organization responsible for driving the success of our customers through product adoption and customer satisfaction. The organization focuses on ways to improve our customers’ experiences and outcomes, and to reduce churn and increase upsell opportunities. The ideal candidate brings a proven record of leading and managing customer engagement/success teams in a SaaS environment or organization.

The Enterprise CSM Director is responsible for executing the established strategy for customer adoption and enablement in our enterprise and strategic customers across Southern Europe. They use in-depth knowledge of customer industry and/or business processes, deep knowledge of the platform and technical expertise to support the objectives. They have a strong understanding of customer lifecycle and have experience developing strategies for success built around the customer journey. The leader provides oversight and direction to ensure their team’s customer’s achieve specific business results and maximum value from the DocuSign Agreement Cloud platform. Culture drives behavior and as such, the CSM leader has a strong track record of creating a supportive and collaborative work environment that drive results.

The CSM leader is ensuring cross functional collaboration across teams, including Marketing, Sales, Professional Services, Product, Finance, Training and/or Support to ensure maximum adoption rates and value-based outcomes for our customers. They act as key resource that connects the cross-functional teams with theirs and with our customers. They act as a facilitator and escalation point when needed.

Finally, the CSM leader together with their team, analyzes and measures success to ensure that the strategy and direction is increasing adoption and supporting customer outcomes and decreasing churn. The leader is customer obsessed, data driven and uses analytics and data to track key KPIs that allow the team to proactively and effectively engage with their customers.

This position is a people manager role reporting to the Senior Director, Customer Success and is designated Flex.

Responsibilities

• Growth of consumption (adoption), and value within their account base; demonstrated impact on customer and business outcomes
• Churn mitigation within their account base
• Development and execution of effective strategies to mitigate risk and increase upsell; outcome focused
• Cross Functional Engagement: the success of this position will rely on strategic partnership and alignment across the company to ensure our offerings and resourcing are effectively influencing DocuSign’s product adoption and account growth.
• Territory & Account Planning: develop measurable and repeatable best practices and strategies to encourage product adoption. Develop a plan and strategy to prioritize accounts/initiatives the CSM team owns, to ensure customer success. Ensure the team has developed measurable/specific adoption plans with accounts to drive product adoption for that customer. Ensure teams are leveraging the platforms to drive this at scale.
• Team & Leadership Development: selecting talent, development of team members, and driving a positive and collaborative culture that values teamwork and winning.
• Data and Analytics: ensure that key measures and metrics are captured through systems, standards and governance. Establish key performance targets and measures for the team that align to business targets and customer outcomes. Use data to drive decisions and outcomes and to act proactively.
• Budgeting: responsible for the financial integrity of the CSM department; expense management, budget changes, approval of transactions, etc.

Basic qualifications

• BS/BA degree or equivalent
• Significant management experience in customer success, account management or professional services.
• Extensive experience working at a technology company, preferably within a SaaS model
• Background using data and analytics in decision making and business formulation
• Experience developing and executing strategic plans
• Experience working with cross functional teams to achieve company objectives
• Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, and occasionally, unprecedented
• Fluency in French and English (additional languages advantageous)

Preferred qualifications

• Excellent communication & presentation skills, both verbal & written; experience presenting and communicating with C-level executives both internally and externally
• Superior relationship and interpersonal skills
• Proven leadership and interpersonal skills with the ability to influence, work, establish and maintain influential relationships with customers and cross functional team members
• Proven track record in driving culture, performance management and talent development

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, hundreds of thousands of 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. Plus, we save more trees together! And that’s a good thing.

DocuSign is an Equal Opportunity Employer . DocuSign is committed to building a diverse team of talented individuals who bring different perspectives to the discussion and who feel a sense of inclusion and belonging when they join our team. Individuals seeking employment at DocuSign are considered without regards to 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, citizenship 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].

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