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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success and Account Management, with a strong focus on managing customer portfolios, driving renewals, and facilitating contract negotiations. Proven ability to analyze customer data and translate insights into actionable strategies that enhance customer engagement and satisfaction.
Highest-signal resume keywords
Customer Success ManagementContract NegotiationSaaS ExperienceSalesforce CRM ProficiencyFluency in Asian Language
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Renewal ManagementValue SellingData AnalysisAccount Health MonitoringForecastingBusiness Review FacilitationCommercial NegotiationCustomer Engagement StrategiesPerformance Indicator TrackingWorkflow Automation
Soft Skills
Strong Communication SkillsRelationship BuildingOrganizational SkillsAttention to DetailInfluencing Skills
Tools & Technologies
SalesforceCRM SystemsESignature SolutionsData Management ToolsCollaboration Platforms
Industry Keywords
Customer RetentionAccount ManagementSaaSCommercial CustomersCross-SellingCustomer Feedback AnalysisQuota-Carrying RoleExecutive-Level EngagementMarket NavigationBusiness Change Support
About the role
Key responsibilities & impact- Own a portfolio of customer accounts, including renewal planning, customer engagement, adoption, risk management, forecasting, and growth opportunities
- Build trusted relationships with key customer stakeholders and understand their business priorities, agreement processes, desired outcomes, and measures of success
- Develop and execute account-specific customer success and value plans
- Engage customers early in the renewal cycle, maintain an accurate rolling forecast, and communicate risks with mitigation plans and next steps
- Lead renewal and contract discussions
- Conduct regular business reviews and value conversations connecting Docusign capabilities to customer priorities and measurable outcomes
- Use account health, product usage, customer feedback, commercial data, and behavioral trends to prioritize activity
- Coordinate customer-success escalations through resolution
- Partner with Account Executives to identify, qualify, and progress adoption, cross-sell, and expansion opportunities
- Collaborate with Sales, Customer Success, Pricing, Legal, Revenue Operations, Product Management, Support, and other teams
- Maintain CRM hygiene, opportunity management, data quality, renewal documentation, quotes, and forecasting
- Share customer insights, recurring challenges, and market feedback to improve internal processes and customer outcomes
Requirements
What you’ll need- 5+ years of experience in Customer Success, Account Management, Renewal Management, Sales, or a related customer-facing SaaS role
- Experience managing a portfolio of commercial or enterprise customers and owning measurable renewal, retention, revenue, or customer-success outcomes
- Experience managing renewal or commercial negotiation cycles from planning through completion
- Experience working in a quota-carrying or target-driven environment, with a track record of meeting or exceeding key performance indicators
- Experience with consultative and value-selling skills, with the ability to connect customer priorities to business outcomes
- Experience analyzing customer usage, health, financial, and relationship signals and translating them into practical actions
- Experience working independently while influencing and coordinating cross-functional teams
- Bachelor's degree or equivalent practical experience
- Experience supporting adoption and business change across complex or distributed organizations
- Experience with agreement management, eSignature, SaaS, workflow automation, or a related technology environment
- Strong contract negotiation skills and experience driving agreements to completion on time
- Experience facilitating executive-level business reviews and persuasive value conversations
- Salesforce or comparable CRM experience
- Experience supporting customers across Asia and navigating different markets, cultures, and buying processes
- Fluency in an additional Asian language relevant to the assigned territory
- Strong written and verbal communication skills, including confidence engaging customer stakeholders at multiple levels
- Excellent organization, prioritization, follow-through, and attention to detail
Benefits
Comp & perks- Remote work designation; employee works from a designated remote work location for the majority of the time
- Reasonable accommodations for qualified individuals with disabilities
- Religious accommodation during the application process
- Equal opportunity to succeed and be heard