Associate CSM
DocuSign, Brazil, IN, United States
Company Overview
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).
What you’ll do As the Customer Success Specialist, you are an extension of the Customer Success Account Management (CSAM) team who oversee an incoming queue of requests. Their primary function is to connect customers with the right resources while ensuring an outstanding customer experience, as measured by NPS, net revenue retention, referrals, and product usage indicators. The Customer Success Specialist performs just‑in‑time tactical account management activities. They collaborate with other team members to coordinate successful customer engagement, product enablement, and demonstrate value across the entire customer journey. The role is an individual contributor position reporting to the Manager, Scaled Customer Management.
Responsibilities
Conduct 1‑to‑1 customer engagements focused on product adoption, value realization, and satisfaction
Prepare for meetings using customer goals, usage data, and support history
Follow defined success plans and frameworks to guide customers toward adoption milestones and retention drivers
Use consultative techniques to align Docusign solutions with customer goals, pain points, and industry‑specific use cases
Identify growth opportunities and recommend feature adoption paths that support long‑term business objectives
Influence renewal readiness by driving successful product usage and showcasing best practices
Collaborate with Product, Support, Renewals, and Sales to ensure a seamless, coordinated customer experience
Escalate blockers or recurring issues to senior team members and functional leads as needed
Maintain accurate engagement records and follow‑ups in Salesforce and Gainsight
Consistently meet performance targets related to engagement volume, CSAT, and adoption outcomes
Build trust through clear, responsive communication and product expertise
Promote use of self‑service resources and advocate for follow‑up sessions to drive deeper adoption
Maintain strong product knowledge and stay informed on relevant customer industries and challenges
Support or lead product showcase sessions and webinars to promote advanced features and use cases
Job Designation Hybrid: Employee divides time between in‑office and remote work. Access to an office location is required. Frequency: Minimum 2 days per week; may vary by team but will be weekly in‑office expectation.
What you bring Basic
2+ years of experience in a customer‑facing role such as Customer Success, Account Management, or Support, preferably in a SaaS or technology environment
Experience conducting consultative customer engagements focused on product adoption, value realization, and satisfaction
Experience with customer engagement platforms (e.g., Salesforce, Gainsight) for tracking activities, documenting outcomes, and managing tasks
Experience interpreting customer usage data, support history, and feedback to tailor engagements and drive outcomes
Preferred
Demonstrated ability to identify upsell opportunities and align product value to customer business objectives
Familiarity with vertical‑specific customer needs and use cases (e.g., legal, finance, HR, sales)
Experience hosting product showcases, webinars, or user group sessions
Ability to analyze and act on customer health metrics and lifecycle indicators
Comfortable navigating change, ambiguity, and shifting priorities in a fast‑paced environment
Strong communication and interpersonal skills, with the ability to build trust quickly and lead customer conversations with clarity and confidence
Organized and self‑motivated with strong time management skills and attention to detail
Comfortable collaborating with cross‑functional teams such as Product, Sales, Support, and Renewals to coordinate customer engagement
Proficiency in using self‑service tools, knowledge bases, and resources to support customer enablement
Life at Docusign 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 accommodations@docusign.com.
If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.
Applicant and Candidate Privacy Notice
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What you’ll do As the Customer Success Specialist, you are an extension of the Customer Success Account Management (CSAM) team who oversee an incoming queue of requests. Their primary function is to connect customers with the right resources while ensuring an outstanding customer experience, as measured by NPS, net revenue retention, referrals, and product usage indicators. The Customer Success Specialist performs just‑in‑time tactical account management activities. They collaborate with other team members to coordinate successful customer engagement, product enablement, and demonstrate value across the entire customer journey. The role is an individual contributor position reporting to the Manager, Scaled Customer Management.
Responsibilities
Conduct 1‑to‑1 customer engagements focused on product adoption, value realization, and satisfaction
Prepare for meetings using customer goals, usage data, and support history
Follow defined success plans and frameworks to guide customers toward adoption milestones and retention drivers
Use consultative techniques to align Docusign solutions with customer goals, pain points, and industry‑specific use cases
Identify growth opportunities and recommend feature adoption paths that support long‑term business objectives
Influence renewal readiness by driving successful product usage and showcasing best practices
Collaborate with Product, Support, Renewals, and Sales to ensure a seamless, coordinated customer experience
Escalate blockers or recurring issues to senior team members and functional leads as needed
Maintain accurate engagement records and follow‑ups in Salesforce and Gainsight
Consistently meet performance targets related to engagement volume, CSAT, and adoption outcomes
Build trust through clear, responsive communication and product expertise
Promote use of self‑service resources and advocate for follow‑up sessions to drive deeper adoption
Maintain strong product knowledge and stay informed on relevant customer industries and challenges
Support or lead product showcase sessions and webinars to promote advanced features and use cases
Job Designation Hybrid: Employee divides time between in‑office and remote work. Access to an office location is required. Frequency: Minimum 2 days per week; may vary by team but will be weekly in‑office expectation.
What you bring Basic
2+ years of experience in a customer‑facing role such as Customer Success, Account Management, or Support, preferably in a SaaS or technology environment
Experience conducting consultative customer engagements focused on product adoption, value realization, and satisfaction
Experience with customer engagement platforms (e.g., Salesforce, Gainsight) for tracking activities, documenting outcomes, and managing tasks
Experience interpreting customer usage data, support history, and feedback to tailor engagements and drive outcomes
Preferred
Demonstrated ability to identify upsell opportunities and align product value to customer business objectives
Familiarity with vertical‑specific customer needs and use cases (e.g., legal, finance, HR, sales)
Experience hosting product showcases, webinars, or user group sessions
Ability to analyze and act on customer health metrics and lifecycle indicators
Comfortable navigating change, ambiguity, and shifting priorities in a fast‑paced environment
Strong communication and interpersonal skills, with the ability to build trust quickly and lead customer conversations with clarity and confidence
Organized and self‑motivated with strong time management skills and attention to detail
Comfortable collaborating with cross‑functional teams such as Product, Sales, Support, and Renewals to coordinate customer engagement
Proficiency in using self‑service tools, knowledge bases, and resources to support customer enablement
Life at Docusign 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 accommodations@docusign.com.
If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.
Applicant and Candidate Privacy Notice
#LI-Remote #LI-LB3
#J-18808-Ljbffr