Scaled Adoption Manager

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).

The Digital Customer Success Manager executes effective, scalable, one-to-many customer engagement and enablement strategies primarily within the small and mid-sized business segments. This role is responsible for building customer engagement and driving product adoption, retention, and growth by leveraging digital marketing (primarily email marketing) and customer engagement strategies. This role is part of the Customer Success Management team and collaborates with Account Management, Marketing, and Sales to develop a strategy aimed at driving product adoption and customer engagement at scale. Using a combination of strategic marketing and user experience strategies, you will build an approach that motivates, encourages, and reinforces customers to learn and adopt using self-service tools and resources. This role requires an analytical mind capable of using data sources and customer insights to report on effectiveness and proactively adjust key touchpoints in the customer adoption journey.

This position is an individual contributor role reporting to the Senior Manager, Digital Customer Success.

Responsibility

• Lead the end-to-end design and deployment of automated email journeys within Gainsight (Journey Orchestrator) to move customers through key lifecycle milestones and promote product adoption and customer success

• Own the creation of clear, compelling, and action-oriented email copy that resonates with diverse personas and simplifies complex technical product enhancements into "must-do" actions

• Utilize the advanced features of Journey Orchestrator (conditional branching, multi-step triggers, and data-driven filters) to ensure the right message reaches the right customer at the right time

• Monitor campaign effectiveness through data sources like Gainsight and Salesforce; proactively adjust copy, timing, and segmentation logic to improve conversion and account health

• Gain proficiency in campaign tools, maintaining campaign hygiene and ensuring technical alignment with broader Marketing and CS Ops systems

• Use data to tell the story of the digital journey's impact - reporting on KPIs (open rate, click throughs, conversions)

• Demonstrate executive presence with cross-functional teams including Customer Success, Marketing, Product, and Sales

• Identify and pilot emerging outreach channels beyond email - such as SMS and WhatsApp to create a cohesive, omnichannel customer experience that drives higher engagement

• Manage multiple high-priority workstreams in a fast-paced environment, with the ability to pivot strategies as product roadmaps and digital tools evolve

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.

Basic

• 2+ years of experience in Digital Marketing (email marketing preferred) within Customer Success or Account Management with a proven focus on driving product adoption through 1:Many programs

• Experience creating strategic customer content that simplifies technical workflows into actionable digital journeys

• Experience using digital tools to track, measure, and iterate on complex customer campaigns

Preferred

• Advanced proficiency in Email orchestration logic: building the technical logic and data filters required for sophisticated automated journeys (Experience with Gainsight Journey Orchestrator, HubSpot or Marketo)

• Marketing/CS Operations: Experience partnering with or participating in Marketing/CS Operations to manage data hygiene and system alignment

• Strong history of collaborating with cross-functional teams in defining adoption strategies

• Background in analyzing customer data using statistical methods to identify trends, measure impact, and inform strategic decisions

• Highly collaborative, self-motivated, and strategic

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $X/hour - $X/hour or $X - $X base salary

Illinois, Colorado, Massachusetts and Minnesota: $X/hour - $X/hour or $X - $X base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary

Washington DC: $X/hour - $X/hour or $X - $X base salary

Ohio: $X/hour - $X/hour or $X - $X base salary 

Canada: CAD $X/hour - CAD $X/hour or CAD $X - CAD $X base salary

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

Working here

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 [email protected].

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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