Job Description

Role Description

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.

Responsibilities

• 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.

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.

Qualifications

• 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 Qualifications

• 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.

Benefits

• 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.
• 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.
• 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.

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 accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

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