Senior Manager, Dynamic Customer Success

Company Overview

DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world’s #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people’s lives.

What you'll do

Customer Success lies at the heart of DocuSign’s customer retention and growth strategy. The Dynamic Customer Success Team Manager leads a team of Customer Success Managers, covering the (Location) region. The Dynamic CSM team are an extension of the Customer Success Manager (CSM) team who engage with customers based on need and condition and ensure an amazing customer experience, as measured by NPS, net revenue retention, referrals, and product usage indicators. The Dynamic CSMs perform hands-on tactical adoption and success planning activities. They collaborate with other team members to coordinate successful customer engagement, product enablement, and demonstrate value across the entire customer journey.

This role will be responsible for leading the Customer Success Manager team to ensure that they achieve the targets set. The successful candidate will demonstrate core leadership skills as well as a deep understanding of best practices in customer success, executing adoption strategies and minimising churn.

This position is a People Manager role and reports to the EMEA Digital Customer Success Director. 

Responsibility 

Team leadership:

• Manage a team of Dynamic Customer Success Managers (CSMs) supporting the EMEA Customer base

• Work with the CSM Director to develop and implement strategy to continue to build a best in class scalable customer success business

• Coach and develop team members to achieve their KPIs and career goals

• Establish consistent best practices for customer success across the team

• Manage performance of the team against goals for adoption, churn and other company wide targets.

• Manage team to utilise dashboards to execute strategies to increase customer health

• Review and enhance team processes and procedures that will ultimately lead to the CSM team providing a higher level of customer satisfaction.

• Recruit, hire and onboard team against budget requirements

• Provide direct customer support when required e.g. Business Reviews, Escalations.

• Manage the internal working relationships with departments such as Sales, Enablement, Product, Professional Services

• Reporting - provide progress updates against targets as required.