Job Description:

Senior Manager, Customer Campaign Management

Customer Success | San Francisco, California and Seattle, Washington

Our agreement with employees

DocuSign is committed to building trust and making the world more agree-able 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

DocuSign is looking for a data-driven, and results-oriented Senior Manager, Customer Campaign Management to join our Digital Customer Success team. This role will be responsible for leading a high performing team focused on designing campaign strategy, program execution, and optimizing integrated customer campaigns.

The ideal candidate is intellectually curious and has a passion for solving important customer problems in service of improving product adoption, customer engagement, and retention.
This position reports to the Sr Director, Digital Customer Success, and works closely with individuals across the Customer Success, Product, Marketing, and Sales teams.

Responsibilities

- Work closely with stakeholders to develop the strategy, implement, and optimize comprehensive customer marketing initiatives and programs that expand customer's existing use of DocuSign

- Manage integrated customer marketing programs including; email, social, display, in-product communications and webinars

- Create and execute A/B testing plans to drive campaign optimization decisions

- Make recommendations and continuously refine the marketing mix to drive the best results

- Work with database and digital marketing teams to optimize and manage digital channels

- Partner with product, lifecycle marketing, and content strategist teams to improve messaging and identify new content for campaigns

- Closely collaborate with the Sales organization to optimize how we target accounts to drive increased adoption and expand their usage, through the right level of enablement

- Monitor and communicate programs, and adjust as needed to address adoption gaps and optimize performance

- Manage a team of four Customer Campaign Managers

Basic Qualifications

- BA/BS required

- 8+ years experience managing customer engagement programs for SaaS technology or software companies with a track record of successful results

- 5+ years management experience

Preferred Qualifications

- Metric-driven mindset focused on setting and measuring KPIs

- Excellent project management skills and ability to work cross-departmentally

- Strong understanding and experience with multiple marketing channels, including digital, paid social, field, and email marketing.

- Excellence in building cross-functional relationships and alignment

- Creative, collaborative, and resourceful

- Ability to multi-task and prioritize in a fast-paced and dynamic work environment

- Familiarity with Salesforce, Eloqua, Outreach, and other marketing technologies

- Excellent written, verbal, and visual presentation skills

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, hundreds of thousands of 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. Plus, we save more trees together! And that's a good thing.

DocuSign is an Equal Opportunity Employer. DocuSign is committed to building a diverse team of talented individuals who bring different perspectives to the business and who feel a sense of inclusion and belonging when they join our team. Individuals seeking employment at DocuSign are considered without regards to 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, citizenship status, or any other legally protected category.

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