Senior Director, Customer Success - LATAM
Customer Success | São Paulo, Brazil or Mexico City, Mexico

Our agreement with employees
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. And for that, you’ll be loved by us, our customers, and the world in which we live.

The team
Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts – in professional services, customer success management, learning and enablement, and customer support – you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.

This position
The Senior Director, Customer Success, will lead our LATAM based customer success organization. This team is responsible for making our customer successful to ensure our customers achieve value from our platform and we retain and grow our customer book of business. This role reports directly to the GVP, Customer Success Americas. As a key leader within our Customer Success organization and within the broader LATAM region, this role will be responsible for customer outcomes, customer adoption and value, customer retention, and growth.

The Sr. Director, Customer Success will be responsible for building, scaling and managing the entire success organization and overseeing growth in the LATAM region. This position and function will be closely aligned and work together with Sales, Marketing and Product to execute on key strategic engagements and account strategies in the LATAM region. Reporting into this role will be Services Sales, On-Boarding, Professional Services, Training, Customer Success Management and Digital Customer Success Management. The Senior Director, Customer Success will build and scale this team to include the skills and capabilities for Customer Success to enable customers to not only expand their usage of the DocuSign platform but develop modern systems of agreements that accelerate business.

This position is a people manager role reporting to the Group Vice President, Customer Success Americas and is designated Flex.

Responsibilities

• Currently lead the LATAM region
• Manage LATAM’s key accounts
• Drive customer adoption strategies that enable businesses to measure product usage, adoption and success metrics that help drive customer retention
• Build and execute a scalable customer success strategy and approach
• Use KPI’s and track usage metrics to analyze trends across the LATAM book of business
• Identify ways to improve the customer experience to increase average customer lifetime value and revenue
• Lead all aspects of the team’s customer engagements. Including but not limited to account strategies, escalations, objectives, and initiatives in alignment with the DocuSign Customer Success organization and methodologies
• Hire, train, and coach members of the team against a consistent set of standards for the experience they provide our customers
• Ensure the team is properly onboarded and have a strong understanding of the DocuSign values and career growth opportunities
• Partner with global Customer Success leadership to align and expand on the global strategy, in a way that balances regional needs with overall organizational goals
• Work closely with Sales and Customer Success Leaders to identify trends and uncover opportunities for improved or new success engagements or customer training offerings

Basic qualifications

• BS/BA degree required
• 15+ years of successful management and leadership experience in Customer Success, preferably within a SaaS model in the LATAM region
• Experience with SaaS business models and their overall relationship to Customer Success
• Background and expertise in building out new customer success capabilities and organizations to accommodate growth, scale and reach in the LATAM region
• Background in building and maintaining capacity and financial models projecting team growth and utilization.
• Experience building to scale
• Fluent in English, Spanish, and Portuguese

Preferred qualifications

• Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, and occasionally, unprecedented
• Proven track record of achieving Customer Success financial results while maintaining high customer satisfaction
• Experience working matrixed organization and with cross functional teams to achieve company and departmental objectives
• Ability to deliver Executive-C-Level QBRs and presentations internally. Executive level presence and communication both internally and externally
• Superior communication skills to create and convey customer objectives, success strategies, and customer insights for internal and external stakeholders

About us
DocuSign helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, over a million customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. And we help save the world’s forests and embrace environmental sustainability.

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 makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate with regards to any legally protected characteristics.

Accommodations
DocuSign provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including if you have any difficulty using our online system. If you need such an accommodation, you may contact us at accommodations@docusign.com.

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