VP, Customer Success Management

As Vice President, Customer Success for North America, you will join our rapidly growing Customer Success organization and become an integral part of an organization that is transforming the way our customers achieve success. The Customer Success Management team is chartered with supporting our customers through development of key relationships and partnerships that allow us to help them drive product adoption, usage and most importantly, value from the DocuSign platform. The ideal candidate will bring a customer first, customer value culture, along with a proven record of leading customer engagement and success teams. The VP of North America CSMs is responsible for the people culture, business strategy, its execution and results of the CSM North America organization. They will be responsible for the business results and for supporting the overarching goals of the DocuSign business and its customers. Working across the business, the CSM leader ensures cross functional collaboration, with Sales, Professional Services, Product, Finance, Training and/or Support. The key will be alignment with the field go-to-market and strategy to ensure we support both new and existing customers across the lifecycle journey. The leader will be a people first leader who drives a positive, productive and collaborative culture with experience driving high performing and thriving organizations. Additionally, this leader will have exceptional operational skills and aptitude to lead the organizations to grow at scale. Finally, the CSM leader together with their team, will use data and systems to analyze and measure key performance metrics to ensure that the strategy and direction is increasing adoption and customer business outcomes including usage, churn and net-retention.

This position is a People Manager reporting to the GVP Customer Success Americas and is designated Flex.

Responsibilities

• Review key performance indicators including usage, churn, upsell and net retention to ensure the most effective path to success for customers and for DocuSign
• Communicate regularly in key customer activities and events
• Engage and provide customer feedback and input to the product roadmap
• Act as voice of customer regarding issues, opportunities and enhancements
• Use data and analytics to support and understand the business
• Work to refine and better leverage the data to proactively and prescriptively run the business
• Coordinate with key services organizations in customer success to ensure customers have the right services and capabilities to achieve results
• Encourage and support the development of your teams
• Develop measurable and repeatable best practices and strategies to encourage product adoption, value and growth
• Leverage technology, systems and processes to drive consistency, repeatability and scale
• Work closely with Sales and Services operations to ensure alignment on key platforms and technologies that support the business
• Define and use key reporting methodologies to understand and represent the business.
• Be responsible for the financial integrity of the CSM department; expense management, budget changes, approval of transactions, etc.
• Provide key updates and presentations to executive, c-suite staff
• Deliver key strategic business reviews with key stakeholders
• Provide executive level communication and engagement

Basic qualifications

• BS/BA degree required
• 15+ years of leadership experience in customer success, account management, consultative sales and/or business consulting, preferably within a SaaS model and at large scale
• 10+ years of experience working at a technology company, preferably within a SaaS model
• 10+ years leading leaders and managing teams
• 10+ years of strategy development and strategic planning including GTM development

Preferred qualifications

• Background leveraging data and analytics in decision making
• Experience working with cross functional teams and in a matrix environment to achieve company objectives
• Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, and occasionally, unprecedented
• Excellent communication and presentation skills, both verbal and written
• Performance management and talent development experience
• Experience using and integrating a CSM Technology platform into the rhythm of the business
• Demonstrated success at building highly functioning – large CSM functions of greater than 100