Customer Success Manager – Public Sector (State & Local) Jobs in San Francisco, CA at DocuSign

Title: Customer Success Manager – Public Sector (State & Local)

Company: DocuSign

Location: San Francisco, CA

Salary: $80K – $100K*

Category: Enterprise Technology

Job Description

This position

The (High-Touch) Public Sector CSM is a strategic consultative role responsible for a portfolio of customers; ensuring their lifetime value and usage of DocuSign. The CSM works closely with key cross-functional teams, including Sales, Account Management, Partner Success, and Professional Services, and will define, develop and execute effective customer adoption strategies that support their customer’s specific industry and use cases and business outcomes. The role supports DocuSign’s strategic imperative to accelerate customer adoption, use and time to value.

The Public Sector/Government CSM will work with DocuSign’s state & local government customers and SI partners to understand current state and business objectives/goals. From there, the CSM will then recommend and program manage a customized set of strategies, including strategies selected from a menu of DocuSign’s full Customer Success organization’s portfolio offering (e.g. Professional Services, DocuSign University, Adoption Consulting). The CSM must be able to understand government programs and cross-walk that understanding into winning DocuSign adoption strategies.

The CSM can discuss and advise on core functionality and features beyond the fundamentals, to help the customer achieve specific business results and maximum value. Working with resources across the Customer Success organization and sales, the CSM may recommend specific complimentary and for-fee solutions to help customers achieve desired outcomes. They ensure best practices are adopted for product use.

The primary focus of this role is adoption and usage of the DocuSign products, with the aspiration of supporting increased value for customers and financial growth and expansion for DocuSign.

While an understanding of SaaS Customer Success principles is important for this role, we are looking for candidates with a consulting and/or government background who have recently made or are looking to make a move into a role in SaaS/High Tech. Previous experience managing customers to successful outcomes is a requirement for this role.

This position is an Individual Contributor and reports to the Manager of Customer Success Management, Public Sector.


Serve as thought leader, customer advocate and partner to DocuSign’s most strategic customers

Develop and execute success plans in collaboration with Sales, SI partners, and Customer Success, to reflect a holistic path to a modernized Agreement Cloud

Analyze usage patterns to provide insights and guidance

Liaise between customer and internal teams at DocuSign

Gain consensus with key customer stakeholders

Measure the results of executed strategies to determine their efficacy

Drive cross-functional opportunities for adoption growth

Deliver adoption-related insights and readouts of specific customer outcomes

Propel execution of “Success Plan” and associated customer interactions

Identify customer resource requirements and dependencies and address gaps

Collaborate and communicate with Sales/Support to ensure alignment on plans

Drive transparency of current execution states for the assigned portfolio

Basic Qualifications

BA/BS degree or equivalent work experience

7 years of customer-facing experience managing to successful and proven outcomes

5 years of SaaS experience

Preferred Qualifications

Experience with enterprise platforms such as ECM, Document Management, Contract Mana…


About DocuSign

DocuSign is a San Francisco- and Seattle-based company that provides electronic signature technology and Digital Transaction Management services for facilitating electronic exchanges of contracts and signed documents. DocuSign’s features include authentication services, user identity management and workflow automation. Signatures processed by DocuSign are comparable to traditional signatures based on the products compliance with the ESIGN Act as well as the European Union’s Directive 1999/93/EC on electronic signatures. The company has raised $443 million in financing since its founding in 2003. Tom Gonser founded DocuSign in 2003 after leaving NetUpdate, a company he founded in 1998 and ran as CEO until his departure. NetUpdate acquired several companies, including an early-stage e-signature start-up in Seattle called DocuTouch, founded by Mir Hajmiragha. DocuTouch held patents on Web-based digital signatures and collaboration, but had no material revenue. Upon leaving NetUpdate, Gonser negotiated the purchase of certain DocuTouch assets and started DocuSign. He tapped Eric Ranft as CTO and VP of engineering and Court Lorenzini as CEO.