Customer Success

**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**:
The Digital Adoption Strategist defines and executes effective, scalable, one to many customer engagement and enablement strategies primarily within the small and mid-sized business segments.

The Digital CSM works with the Customer Success Management (CSM) team, Marketing and Sales organizations to develop a strategy with the objective of driving product adoption and customer engagement at scale. Using a combination of strategic marketing and user experience strategies the Digital CSM builds an approach that motivates, encourages and reinforces customers to learn and adopt using self-service tools and resources. Success will mean working in partnership with CSMs and Sales to increase consumption, thereby mitigating risk and positioning customers for expansion and growth.

This position is an individual contributor and reports to the Team Lead - Digital Customer Success.

**Responsibility**
- Leverage data-driven insights and customer intelligence, this individual develops scalable programs that positively impact customer adoption at key points in the customer journey, with the goal of growing product consumption for identified segments and customer groups, with a focus on both churn mitigation and upsell and growth potential
- Develop a one-to-many, self-service adoption program: creation, execution, and effectiveness assessment
- Participate in territory and account planning to identify appropriate adoption strategies and campaigns that support growth objectives
- Provide Adoption-related insights to ongoing QBR’s, business reviews, and account renewals
- Use key data sources and customer insights to report out results and effectiveness as well as to help adjust and modify solutions and key touchpoints in the customer adoption journey
- Build customer insights through analysis of outcomes, customer behaviours and other feedback to help inform approaches both in one to many and high touch customer engagements
- Collaborate with key stakeholders (sales, CSM, marketing etc) and develop one to many segment-level adoption strategies that are executed through proactive customer lifecycle and account based customer success campaigns
- Develop outbound campaigns and collaborate across customer segments
- Leverage adoption data insights to inform and implement Success strategies and customer enablement services (free and paid)
- Use customer insights and customer success analytics to identify, modify, create and adjust adoption strategies
- Build programmatic, scalable solutions that drive engagement through the life of the customer
- Identify and position effective enablement resources that develop new capabilities, and encourage expanded product and feature usage, across a range of customer segments and strategies
- Identify industry, segment and account-based relevant enablement content to support targeted adoption campaigns and strategies, in collaboration with internal collaborators (Sales, Success, Marketing, Product)
- Create, and supervise creation, of content that will support the adoption and enablement strategies and programs developed for a specific customer segment

**Job Designation**:
**Remote**:
Employee is not required to be in or near an office frequently

and works from a designated remote work location for the majority of the

time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

**What you bring**:
**Basic**
- Fluency in English written and spoken
- Experience of customer success or marketing experience with a preference for experience in digital marketing and web experiences
- Proven track record in developing customer success programs and campaigns; content development, resourcing

**Preferred**
- Experience engaging with or participating in marketing operations
- Proven record creating content and training that drives adoption and usage
- Experience collaborating with cross-functional teams in defining adoption strategies and playbooks
- Focused on addressing customer needs, including defining and driving success