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.

• 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.

What you bring – Basic

What you bring – Preferred

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 :

This role is also eligible for the following :

Benefits

Work Authorization Notice

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

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.

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.

Equal Opportunity Employer

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.

Seniority Level

Employment type

Job function

Industries

#J-18808-Ljbffr