Senior Customer Success Account Manager

Senior Customer Success Account Manager

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 investmentdriving 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 environmentdemonstrating accountability, strategic thinking, and a passion for helping customers achieve success through intelligent agreement management.

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

Responsibilities

• 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 experthelping 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 dimensionsusage, adoption, relationship strength, and ROIand 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

What You Bring

Basic

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 :

California : $42.64 / hour - $62.84 / hour

Illinois, Colorado, Massachusetts and Minnesota : $41.15 / hour - $56.59 / hour

Washington, Maryland, New Jersey and New York (including NYC metro area) : $41.15 / hour - $58.62 / hour

Washington DC : $42.64 / hour - $58.62 / hour

Ohio : $38.22 / hour - $52.58 / hour

This role is also eligible for the following :

Global benefits provide options for the following :

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 whats 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, youll 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.

EEO Statement

Its 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,