Sr. Director, Customer Marketing

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

As Senior Director of Customer Marketing, you will own and scale the end-to-end customer marketing function : customer references, Advisory Councils, advocacy programs, case studies, awards and more. You’ll craft and execute a global strategy to elevate our happiest customers, fuel sales and retention motions, and bring real-world customer stories to life across multiple channels. You report to the VP of product and customer marketing and partner closely with Customer Success, Product Marketing, Field Marketing, and Sales.

This position is a people manager role reporting to the Vice President, Product & Customer Marketing.

Responsibility

Define and lead the global customer marketing strategy, aligning to corporate objectives

Build, mentor and manage a high-performing customer marketing team of program managers, content specialists and community leads

Design and operate a scalable reference program

Identify, recruit, train and activate customer champions

Partner with Sales and Customer Success to embed references into deal cycles and renewal discussions

Measure program health : time to reference, reference utilization rate and contribution to pipeline

Create and run Advisory Councils, user groups and peer-to-peer networks that drive product feedback, beta participation and evangelism

Orchestrate virtual and in-person council events, agendas, logistics, executive participation and follow-up

Track engagement metrics : attendance, satisfaction, follow-through on insights

Lead development of compelling customer stories : video case studies, written success stories, data-driven ROI analyses

Collaborate with Content Marketing to syndicate stories across Docusign.com, social, events and paid campaigns

Ensure all content meets brand standards and resonates with target audiences (industry, persona, geography)

Work with Field and Demand Gen Marketing to integrate customer voices into webinars, events and digital initiatives

Align with Product Marketing on go-to-market launches, customer quotes, use cases, proof points

Support Sales Enablement with customer assets, tools and training to accelerate deal velocity

Establish dashboards tracking advocacy funnel metrics : prospects engaged, references delivered, closed-won influenced

Leverage qualitative feedback and quantitative data to continuously refine programs

Report regularly to executive leadership on ROI and growth opportunities

Job Designation

Hybrid : Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency : Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

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

15+ years in B2B marketing with 7+ years leading customer marketing, advocacy or customer-facing programs at enterprise software or SaaS companies

7+ years of people management experience

Experience building and scaling reference and advocacy programs that drive measurable revenue

Ability to translate customer outcomes into engaging assets

Experience with marketing analytics tools

Experience influencing Sales, CS, Product and Finance stakeholders

Travel up to 25% globally for customer events and team meetings

BA / BS degree or equivalent work experience

Preferred

Superior project management and organizational skills

Ability to juggle multiple high-priority initiatives

Excellent storyteller and content strategist

Excellent verbal and written communication skills

MBA degree or equivalent work experience

Strong record of successful people management and leadership

Experience in one or more of the following categories : Contract Lifecycle Management, Configure-Price-Quote (CPQ), Customer Relationship Management, Document Generation

Self-starter who can drive cross functional initiatives with minimal guidance

Wage Transparency

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations :

California : $233,300.00 - $373,525.00 base salary

Washington, Maryland, New Jersey and New York (including NYC metro area) : $218,200.00 - $329,525.00 base salary

This role is also eligible for the following :

• Bonus : Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock : This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following :

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

States Not Eligible for Employment

This position is not eligible for employment in the following states : Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Equal Opportunity Employer

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 is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on 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, or any other legally protected category.

EEO Know Your Rights poster

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