Scaled Customer Management

DocuSign
Cairo
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Prioritization","Customer communication","Stakeholder collaboration","Problem escalation","Written and verbal communication"]

Own a high-volume queue of customer requests in a scalable customer management model, connecting customers to the right resources and coordinating engagement across the customer journey. Drive client satisfaction using NPS and retention metrics, prioritize tasks under SLAs, respond to customer communications, and escalate technical/account issues when needed. Partner across internal teams to recommend efficient paths for customers to exceed goals using Docusign’s platform.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
DocuSign
DocuSign
4 hours ago

Scaled Customer Management

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own a high-volume queue of customer requests in a scalable customer management model, connecting customers to the right resources and coordinating engagement across the customer journey. Drive client satisfaction using NPS and retention metrics, prioritize tasks under SLAs, respond to customer communications, and escalate technical/account issues when needed. Partner across internal teams to recommend efficient paths for customers to exceed goals using Docusign’s platform.
Location: Cairo
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Work at scale to increase client satisfaction using Net Promoter Score (NPS), customer engagement, and retention.
  • •Keep on top of an incoming queue of tasks and prioritize effectively.
  • •Collaborate with internal teams to respond to customer communications.
  • •Provide clear answers and SLAs; open support cases or escalate technical issues/account concerns as needed.
  • •Act as a voice of the customer across teams to help customers exceed their goals using the Docusign platform.

Key Requirements

  • •3+ years of experience in Customer Success, Account Management, Technical Support, or Account Operations in a SaaS environment.
  • •Manage a high-volume incoming queue, prioritize effectively, and work under tight SLAs in a dynamic team environment.
  • •Experience working directly with customers to drive adoption, satisfaction, or issue resolution.
  • •Bachelor’s degree or equivalent practical experience.
  • •Preferred: familiarity with Docusign Agreement Cloud/eSignature/Intelligent Agreement Management and proficiency with CRM/customer success tools like Salesforce or Gainsight.
Experience:3+ yearsSaaSCustomer successAccount management
Skills:PrioritizationCustomer communicationStakeholder collaborationProblem escalationWritten and verbal communication
Languages:English
Tech Stack:SalesforceGainsightCRMDocusign Agreement CloudESignatureIntelligent Agreement Management (IAM)Enterprise workflow solutions

Company Brief

DocuSign
Provides a cloud-based electronic signature and intelligent agreement management platform that automates document workflows, identity verification, contract lifecycle management, and agreement analytics for enterprises and individuals worldwide.
Industry: LegalTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2003
Glassdoor
Glassdoor: 3.6
WebsiteLinkedInGlassdoor