Senior Customer Success Account Manager

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

The Docusign Senior Customer Success Account Manager (CSAM) owns a defined territory of large, high-growth customers and is directly accountable for all renewal outcomes and adoption motions across their portfolio. Acting as a trusted advisor and adoption strategist, the Senior CSAM helps customers realize the full potential of their Docusign investment—driving measurable ROI, reducing risk, and unlocking new paths to digital transformation. This role blends territory management, account management, and commercial acumen within a solution-selling SaaS environment. The Senior CSAM owns the end-to-end renewal process, partnering closely with Account Executives to develop negotiation strategies, execute value-based renewal motions, and identify expansion opportunities that align to customer goals. They bring strong prospecting and sales acumen, applying value-selling principles to uncover whitespace, articulate business impact, and co-create customer success plans that align adoption and commercial outcomes. Senior CSAMs lead quarterly business reviews and engage regularly with key customer stakeholders to align on goals, progress, and value realization. They collaborate cross-functionally with Sales, Customer Support, Solution Consulting, Product, Professional Services, Pricing, Legal, and other internal teams to deliver a world-class customer experience. The ideal candidate thrives in a fast-paced, results-driven environment—demonstrating accountability, strategic thinking, and a passion for helping customers achieve success through intelligent agreement management.

This position is an individual contributor role reporting to the Senior Manager, Customer Success Account Management.

Responsibility

• Drive renewal outcomes and adoption motions across a portfolio of large, high-growth enterprise accounts, ensuring customers realize ongoing value from Docusign solutions

• Identify and mitigate adoption and renewal risk early through proactive stakeholder engagement and executive alignment

• Deliver on revenue, bookings, billings, and customer value targets while maintaining accurate territory forecasts

• Lead win-win renewal negotiations that protect and enhance customer trust

• Conduct regular business reviews with key collaborators and executives to align on goals, adoption progress, and measurable outcomes

• Develop and execute adoption strategies that accelerate time to value and maximize customer ROI

• Partner closely with Account Executives on account planning, growth strategies, and multi-year or expansion opportunities

• Serve as the primary point of contact for customer escalations, guiding resolution efforts and maintaining executive visibility

• Act as a Docusign subject-matter expert—helping customers optimize existing use cases and explore new solution areas

• Collaborate cross-functionally with Sales, Customer Support, Solution Consulting, Technical Account Managers, Professional Services, Product, Pricing, Legal, and other internal teams to develop customer growth and risk-mitigation plans

• Evaluate account health across multiple dimensions—usage, adoption, relationship strength, and ROI—and develop strategies to proactively mitigate risk or prioritize growth, driving the most favorable outcomes for both the customer and Docusign

• Demonstrate strong sales acumen and prospecting ability to identify whitespace and growth opportunities within existing accounts

• Ensure CRM hygiene and data accuracy across opportunities, forecasts, and customer documentation

• Travel occasionally (~10%) to strengthen customer relationships and drive strategic alignment

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

• 5+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success, ideally within SaaS offerings

• Experience with quota-carrying roles and proven history of meeting key performance indicators

• Experience with deal negotiation cycles with a successful track record, and experience navigating across internally and with the customer in a trusted advisor/consultative approach

• BA/BS degree or equivalent work experience

Preferred

• Strong contract negotiation skills with experience driving contracts to completion on-time

• Experience with supporting adoption across organizations, serving as a change agent for the customer

• Ability to demonstrate a strategic approach to enable persuasive value conversations with customers at an executive level

• Ability to react and adapt to potential rapid shifts in priorities

• Strong level of urgency, organization and prioritization skills

• Salesforce experience

• Excellent written and verbal communication skills

• Ability to convey value through interactions with customers

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: $44.50 - $65.63/hour 

Illinois, Colorado, Massachusetts and Minnesota: $42.90 - $59.03/hour 

Washington, Maryland, New Jersey and New York (including NYC metro area): $42.90 - $61.15/hour

Washington DC: $44.50 - $61.15/hour 

Ohio: $40.10 - $55.10/hour 

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.

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

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 [email protected].

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] 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.

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