Scaled Customer Manager - On Demand

Scaled Customer Manager

As the Scaled Customer Manager, you are an extension of the Customer Success Account Management (CSAM) team that oversees an incoming queue of requests. Their primary function is to connect customers with the right resources, ensuring an outstanding customer experience as measured by NPS, net revenue retention, referrals, and product usage indicators. The Scaled Customer Manager performs just-in-time tactical account management activities. They will collaborate with other team members to coordinate successful customer engagement, product enablement, and demonstrate value across the entire customer journey.

This position is an individual contributor reporting to the Manager, Scaled Customer Management.

Responsibilities :

• Monitor and manage a high volume of customer inquiries through digital channels
• Triage requests by routing to the appropriate internal teams or providing self-service content; escalate patterns or systemic issues as needed
• Create and assign Call To Actions (CTAs) to On-Demand 1 : 1 Specialists or other internal stakeholders
• Respond to customers with clear, friendly, and accurate email communication that addresses immediate needs and encourages 1 : 1 engagement when appropriate
• Track and document engagement outcomes in Salesforce or Gainsight
• Maintain and contribute to a response library and create reusable content for recurring inquiries
• Collaborate with Digital and On Demand SCMs, Support, Product, and CS teams to ensure aligned messaging and coordinated engagement
• Support KPIs related to CSAT, retention, and resolution time through effective queue management and triage execution
• Continuously develop product knowledge to guide customers effectively and contribute to scalable digital workflows
• Identify insights and opportunities from customer interactions to inform proactive strategies and improve team processes
• Maintain accountability for your digital queue, executing tasks with accuracy, timeliness, and attention to detail

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.

Basic :

Preferred :

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. 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.

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