Company Overview 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). What you'll do Scaled Customer Managers are an extension of the Customer Success Account Management (CSAM) team who oversee an incoming queue of requests. Their primary function is to connect customers with the right resources while ensuring an amazing customer experience, as measured by NPS, net revenue retention, referrals, and product usage indicators. Scaled Customer Managers will perform just in time tactical account management activities. They will collaborate with other team members to coordinate successful customer engagement, product enablement, and demonstrate value across the entire customer journey. The successful candidate will be comfortable working with customers in a one-to-many relationship, delivering consistent and handling the coordination of touch points throughout the lifecycle to ensure an exceptional customer experience. This position is an individual contributor role reporting to the Senior Manager, Dynamic Customer Success Management, EMEA. Responsibility - Work at scale, to increase overall client satisfaction with Docusign measured through Net Promoter Score, customer engagement with the platform, and retention - Keep on top of a queue of incoming tasks while understanding how to prioritise - Collaborate with internal teams to respond to customer communications - Provide insightful answers and clear SLAs, if necessary, open a support case or escalate internally any existing technical issues or account concerns - Partner with internal teams to recommend the most efficient way for customers to exceed their goals using the Docusign platform - Be a voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer success, and operations 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. What you bring Basic - Fluent in the primary language(s) of the customer segment supported (e.g., English plus relevant regional language) - Experience in customer‑facing roles such as customer success, account management, consulting, support or implementation, preferably within SaaS - Demonstrated ability to break down technical enablement into clear, step‑by‑step guidance for non‑technical audiences - Experience crafting and delivering clear, concise customer communications across email, calls and digital channels Preferred - Experience in scaled / digital customer success or tech‑touch programs, including playbook‑driven engagements and use of CTAs - Examples of success working on a large volume of requests while maintaining strong customer outcomes - History of collaborating with cross‑functional teams to build and execute adoption strategies and scaled playbooks - Familiarity with Docusign products (eSignature, IDV, IAM) and common commercial SaaS use cases - Experience using systems such as Salesforce, Gainsight, Outreach and analytics or BI tools in a customer success context - Passion for addressing customer needs and driving successful delivery of enablement solutions that improve adoption and outcomes - Strong organisational skills with the ability to manage a large volume of daily requests while maintaining quality and attention to detail - Collaborative, goal‑oriented and team‑centric, with a high level of resilience and a positive attitude in the face of challenges - Comfort working with data and reports (e.g., usage, health scores) to prioritise actions and track impact Life at Docusign 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 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. Applicant and Candidate Privacy Notice #LI-Remote #LI-GM2

• Serve as the primary point of contact for clients across active AI engagements • Guide clients through AI implementations • Monitor client health across AI engagements • Document client outcomes and workflow wins • Partner with the AI team on delivery handoffs • Build and maintain a library of onboarding materials • Act as an internal AI adoption resource • Stay current on AI model capabilities and emerging tools • Support the sales team on expansion conversations • Measure and report on AI service line performance

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us! As an Onboarding Manager, you’ll partner with our largest customers and help set them up for immediate success by leading them through a clearly defined onboarding process. You’ll build and leverage key cross-functional relationships across Sales, Marketing, and Product Support as you deliver an exceptional onboarding experience. You’ll use metrics, customer feedback, and direct experience to help identify new initiatives and materials needed to better engage and support our customers. You are an excellent communicator and project manager with a passion for customers, and we can’t wait to meet you! This is a full time role that can be held from one of our US hubs or remotely in the United States. What you'll do at Figma: - Own and manage the onboarding process for our largest customers from pre-sales through successful onboarding closeout - Partner closely with Account Executives to ensure smooth customer handoff experience - Understand customer goals and successfully manage their onboarding timeline towards value - Work with Customer Enablement Managers, Technical Account Managers, Design Advocates and Solutions Consultants to effectively execute against the customer onboarding process - Report on metrics and customer feedback to assess the impact of successful onboarding and to help identify new customer initiatives and product opportunities - Develop content and enablement resources for customers to use for training/education and to help accelerate product adoption - Deliver live and scalable training sessions customized to customer maturity and needs - Understand and consult on product and industry best practices in order to act as a trusted advisor to our customers and inspire new possibilities using our product We’d love to hear from you if you have: - 3+ years of experience in a customer facing role working with technical products - B2B SaaS experience with a technical product - Proven project management skills and experience working with multiple customers concurrently - Excellent oral and written communication skills - Experience speaking to customers representing different personas across both function and seniority - Consultative approach; ability to navigate complex business needs and technical requirements While it’s not required, it’s an added plus if you also have: - Experience using or working with Figma, or other UX/UI experience - You embody our values and can thrive in a constantly evolving and growing environment At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Pay Transparency Disclosure If based in Figma’s San Francisco or New York hub offices, this role has the annual base salary range stated below. Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information. Figma offers equity to employees, as well a competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement. Figma also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles. Figma’s compensation and benefits are subject to change and may be modified in the future. Annual Base Salary Range: $127,000—$221,000 USD At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to accommodations-ext@figma.com. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities. Examples of accommodations include but are not limited to: - Holding interviews in an accessible location - Enabling closed captioning on video conferencing - Ensuring all written communication be compatible with screen readers - Changing the mode or format of interviews To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding. By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice.

THIS IS IT. The client success role that puts you directly in front of millionaire founders and the biggest DTC brands on Earth. Our client is one of the fastest growing email marketing agencies in Europe. They went from $80K to $800K in two years. They're targeting $1.5M next year. Their clients are serious businesses doing millions per month in revenue. They don't work with startups or wannabes. Minimum client revenue is $500K monthly. You'll be managing relationships with successful founders, millionaires, and industry titans. Built by operators who understand what actually drives revenue. This team moves fast, thinks deep, and delivers results that matter. This is not a support role where you answer tickets. This is strategic client leadership where you own million dollar relationships and drive retention that determines the agency's future. What You'll Actually Do - Own every major client relationship end to end. - Run regular strategy calls with founders doing 7 and 8 figures monthly. - Build retention roadmaps that keep clients locked in for years. - Generate AB testing ideas that move revenue needles by hundreds of thousands. - Brief Klaviyo managers on dedicated flows and campaigns for each brand. - Handle 99% of client communication. Clients talk to you, not the team. - Onboard new million dollar accounts with kickoff calls and goal alignment. - Drive weekly revenue strategy for key clients using performance data. - Plan monthly promotional calendars that maximize seasonal revenue. - Analyze copy and creative for campaigns that generate massive returns. - Evaluate new tools and apps that could 10x client results. - Work directly with the PM and the team to execute at agency speed. What We Are Looking For - Proven client facing experience as CSM, account manager, or similar role. - This is key. Solid understanding of email marketing and ecommerce fundamentals. - Copywriting background is non negotiable. You review and critique copy with confidence. - Organized and structured. You manage large portfolios without dropping anything. - Proactive by default. Clients never chase you, you chase results for them. - Impeccable spoken and written English. All clients are US based high performers. - Available from 4 PM CET or 9 AM EST depending on your timezone. - Huge plus if you have agency experience working with premium DTC brands. Who This Is NOT For - If you need to be managed or told what to do, this is not for you. - If you have no background in email marketing or copywriting, this is not for you. - If you treat clients as tickets rather than relationships, this is not for you. - If you're a generalist looking for variety, this is not for you. - If you can't handle pressure from million dollar accounts, this is not for you. - If you need corporate structure and slow decision making, this is not for you. Who This IS For - This is for you if you want to work directly with successful founders and empire builders. - This is for you if you thrive under pressure and want to own real business outcomes. - This is for you if you want to be the strategic brain behind retention for major brands. - This is for you if you're tired of small accounts and want to play in the big leagues. - This is for you if you want to build deep expertise in the highest performing email systems. - This is for you if you want direct mentorship from an operator who scaled from zero to $800K/ARR. - This is for you if you want to work alongside killers who understand revenue at scale. Why This Role Is Different - You get a front row seat to how million dollar ecommerce brands actually operate. - Direct access to founders and decision makers who are building generational wealth. - You're not just managing accounts, you're driving retention that compounds agency growth. - The email marketing category is exploding and they're early with serious momentum. Pay Competitive pay based on your region and experience, plus bonus commission. Apply now.