Lead 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

As a Lead Customer Account Manager (CSAM), you will be responsible for managing a portfolio of strategic customers with a focus on renewal and adoption outcomes. You’ll partner across functions to drive long-term value, growth, and successful renewals while acting as a trusted advisor. You will lead cross-functional strategies, guide product adoption, and help transform the customer experience through personalized engagement and proactive support. Your impact will be measured by your ability to prevent risk, expand relationships, and surface new opportunities within key accounts.

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

Responsibility

• Prevent risk and drive growth through early stakeholder engagement and value alignment
• Achieve revenue, bookings, and billings goals across your strategic customer portfolio
• Maintain accurate, rolling forecasts and communicate risk or escalation needs internally
• Lead and execute win/win renewal negotiations while preserving and strengthening customer trust
• Conduct regular business reviews to align on outcomes and ensure customers derive value from their investment
• Drive full adoption strategy across multiple products, aligning with DocuSign stakeholders to deliver customer success
• Act as the primary escalation point and coordinate cross-functional support to resolve issues
• Partner with Sales, Legal, Product, Revenue Operations, Pricing, and Customer Success teams to execute growth and retention plans
• Serve as a subject matter expert on DocuSign capabilities, advising customers beyond core functionality to unlock value
• Identify incremental growth opportunities and support account planning in collaboration with Account Executives
• Analyze usage, health, and engagement patterns to prioritize account activities and maximize impact
• Ensure CRM accuracy and internal process compliance, including forecasting, opportunity management, and data quality
• Travel up to 20% to build executive relationships and deepen customer partnerships

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

• BA/BS degree or equivalent work experience
• 12+ years in Sales, Account Management, Customer Success, or Renewal Management in SaaS
• Experience closing complex, high-value, multi-year contracts
• Strong record of meeting or exceeding quota and performance metrics
• Experience navigating large organizations and managing executive-level relationships

Preferred

• Proven success leading adoption strategies across enterprise-scale customers
• Strategic mindset with the ability to lead value-based, executive-level conversations
• Skilled at navigating and influencing stakeholders across all levels
• High adaptability to shifting priorities in fast-paced environments
• Strong organizational skills with a high sense of urgency
• Background in project management, business process redesign, or change management
• Salesforce experience
• Excellent communication skills
• Ability to perform ROI/value analysis for customer outcomes
• Subject matter expertise in a specific industry, including understanding of regulatory or compliance factors

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 deta