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Enterprise Customer Success Team Manager – Southern Europe at DocuSign
Paris, FR

Building world class relationships with key customers to deliver high levels of customer satisfaction and loyalty, whilst maximising solution adoption

Position Summary 

Customer Success lies at the heart of DocuSign’s customer retention and growth strategy. The Enterprise Customer Success Team Manager leads a team of Enterprise Customer Success Managers, based in our Paris office and covering the Southern European Region, encompassing France, Spain, Portugal and Italy.

The team are responsible for building and developing strong partnerships with our customers and helping them to maximise the impact from their subscriptions through high adoption and usage, and value realisation. 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 building customer relationships, executing adoption strategies and securing subscription renewals.

Responsibilities:

Team leadership:

  • Manage a team of Enterprise Customer Success Managers (CSMs) supporting the Southern Europe Enterprise Customer base
  • Recruit, hire and onboard team against budget requirements
  • Coach and develop team members to achieve their KPIs and career goals
  • Establish consistent best practices for customer relationship management across the team
  • Manage performance of the team against goals for adoption, retention and other company wide targets.
  • Manage team to utilise the Adoption Index to execute strategies to increase adoption and secure upsell opportunities
  • Own the renewals book of business for Southern European Enterprise customers ensuring that the CSMs maximise customer retention and minimise risk.
  • Review and enhance team processes and procedures that will ultimately lead to the CSM team providing a higher level of customer service.
  • Provide direct customer support when required e.g. Escalations.
  • Manage the internal working relationships with departments such as Sales, Sales Operations and Revenue Operations.
  • Reporting – provide progress updates against targets as required.

Requirements 

  • BS/BA degree preferred
  • Track record of success in a Customer Success environment preferably within a SaaS/cloud business
  • Demonstrable experience of building best practices in customer relationships
  • Proven track record of success in managing an Enterprise portfolio of accounts. 
  • Fluency in French and English language. (Additional European languages such as French/ Spanish/ Italian would be highly desirable.)
  • Strong people skills – able to influence and engage people at all levels both internally and externally
  • Experience of managing a team of Customer Success professionals.
  • Excellent verbal and written communications skills to be able to interact credibly at all levels of an organisation, from individual contributors to C-level. 
  • Willingness and ability to travel to EMEA Enterprise customers as necessary (circa 20%) 

Customer Success & Support @ DocuSign 

At DocuSign, we measure our success by our customers’ success. We collaborate with our customers to help them leverage their use of our products for maximum impact. Our global Customer Success and Support team provides consulting services and technical support on-site and over the phone support. We ensure that all our customers are satisfied, and are DocuAdvocates. You are the eyes and ears of our company and provide insightful customer feedback to the rest of the organization so we can improve the user experience and make it one that consistently exceeds expectations.

About DocuSign

DocuSign® is changing how business gets done by empowering hundreds of thousands of customers and tens of millions of users in most countries around the world to sign, send and manage documents anytime, anywhere, on any device with confidence. DocuSign replaces printing, faxing, scanning and overnighting documents with the easiest, fastest, most trusted way to make every approval and decision digital. Organizations of all sizes and industries are accelerating contracts, approvals and workflows with DocuSign's Digital Transaction Management (DTM) platform and eSignature solution. DocuSign keeps life and business moving forward.