Senior Director, Customer Success Marketing
Posted on: January 17, 2020
(Senior) Director, Customer Success Marketing
Customer Success I San Francisco, California; Chicago, Illinois;
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.
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
As the leader of our Customer Success Marketing team, you ll drive
development of Customer Success marketing strategy, marketing
programs, world-class content, and data-driven marketing solutions
to reach more customers and partners to help them understand all
the possibilities that DocuSign Customer Success can help them
achieve. Your objective is to keep customers involved and engaged
with DocuSign, in support of our strategic imperative to accelerate
customer adoption and success. You will collaborate extensively
with cross-functional teams, particularly Marketing, Sales, and
Field Enablement, and across DocuSign s Customer Success teams
providing Advisory, Implementation, and Adoption services, as well
as Customer Support. With your leadership, the Customer Success
Marketing team will develop rich, engaging content that drives
DocuSign Customer Success awareness and engagement globally. You
will collaborate with Field Enablement on multi-tiered enablement
strategies to equip our Sales and Customer Success teams globally
to correctly position the customer success value proposition and
our core Success portfolio. You ll further design and implement
engaging internal marketing and communications programs that result
in widespread awareness of the customer results and value delivered
by Customer Success, while simultaneously building deep employee
engagement. You will bring a mix of creativity, execution
discipline, and accountability to results. This is a senior people
manager role, and reports to the Vice President, Success Product &
Portfolio Management. This is a unique opportunity for a highly
driven leader with a diverse skillset that spans strategic
thinking, SaaS services marketing expertise, product / brand
marketing aptitude, analytical problem solving, and creative
storytelling. Comfort with ambiguity, experience building highly
effective teams, and the ability to work iteratively at a fast pace
are a must.
* Develop the Customer Success marketing strategies & drive
tactical execution of Success marketing programs that amplify the
Success portfolio with global and regional Marketing, Sales and
* Create repeatable processes to ensure collaboration with
front-line, customer-facing Sales and Customer Success teams to
gather customer insights and best practices that inform and drive
content creation, including showcasing customer outcomes and
* Develop customer-centric market positioning and campaigns that
increase customer awareness and understanding of the Success value
proposition and core Success offerings.
* Drive rapid development of customer-facing content to support
sales and marketing, that can be leveraged across various channels,
mediums, and customer/partner use cases.
* Understand and leverage industry trends, the DocuSign corporate
vision for the DocuSign Agreement Cloud (DAC) platform, and the
DocuSign Customer Success value proposition to ensure content
quality and relevance.
* Create Partner + DocuSign Success value proposition, marketing
programs and enablement activities to drive awareness and adoption,
particularly with System Integrators.
* Collaborate with Field Enablement on strategies and materials to
equip sales and customer success teams to correctly position the
Success value proposition and core Success portfolio.
* Drive planning and execution of the Customer Success engagement
in our annual global Field kickoff event, customer-facing community
events, and annual customer conference.
* Collaborate with Corporate / Executive Communications business
owners and stakeholders to define and execute a measurable
communications strategy with relevant, engaging messaging to a
variety of internal and external audiences.
* Build a rapid-response Success Communications core team
capabilities in order to improve scale and time to delivery.
* Build and efficiently manage flex Success marketing capacity,
capability, and competency via a network of ongoing creative
agency, partner, and contractor relationships.
* Develop a data-driven approach and orientation to measuring
marketing and communications impact, including collecting,
analyzing and reporting standard marketing related KPIs to inform
and optimize ongoing investments.
* Manage projects, schedules, workflows, deadlines and costs
associated with Success marketing activities to ensure that
expected results are delivered on time and within budget.
* Minimum of 15 years experience developing & executing marketing
programs and campaigns, including ability to execute multi-channel
programs at scale.
* At least 10 years experience in content marketing, communications
or a related marketing or customer success role, preferably within
a SaaS model.
* At least 10 years experience leading teams and organizations,
with strong ability to articulate strategy, lead implementations
* Minimum of 8 years experience engaging with or participating in
marketing operations, plus experience working with marketing
agencies or managing relationships with third-party
* Solid, creative storyteller with experience leading Customer
Marketing or Advocacy programs and all content creation efforts,
including case studies, testimonials, and social media.
* Strong ability to collaboratively articulate end-to-end customer
vision, strategy, and plans to a wide variety of internal and
external audiences, with examples of results converting strategy to
* Proven record creating content and customer-facing resources,
with the ability to digest and articulate complex concepts for mass
consumption via engaging content.
* Demonstrated expertise leading cross functional, large-scale
strategic marketing programs or global initiatives, working in
highly matrixed regional and global teams.
* Proven experience in implementing actionable metrics and
measurement frameworks to quantifiably assess marketing program and
content / asset performance, contribution to business & customer
outcomes, and engagement relative to the customer journey.
* Demonstrated ability to create
Keywords: DocuSign, Seattle , Senior Director, Customer Success Marketing, Advertising , Seattle, Washington
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