Senior Manager, Digital Customer Success

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 the Manager of Digital Customer Success, you will lead the Digital Motion for Docusign’s Scaled segment across NAMER and LATAM. You aren't just managing people; you are architecting a digital journey that ensures thousands of customers realize the full value of their Docusign solution. You will lead a team of Digital CSMs to deliver high-impact, automated, and semi-automated interventions that drive adoption, retention, and expansion at scale.

 

This position is a people manager role reporting to the Director, Customer Success - Scaled Customer Management, Americas.

 

Responsibility

• Design and deploy multi-channel digital campaigns (email, in-app, webinars, community) tailored to a diverse set of accounts in the NAMER and LATAM markets

• Lead, mentor, and develop a team of Digital CSMs, fostering a culture of experimentation, technical excellence, and customer-centricity

• Analyze campaign performance rigorously. You won’t just report on open rates; you’ll identify which digital touchpoints actually move the needle on Net Retention Rate (NRR) and health scores

• Serve as the bridge between Scaled CS, Marketing, Product, and Operations to ensure a seamless and non-redundant customer experience

• Build workflows that are agile enough to support a massive, high-volume customer base while remaining localized and relevant to regional nuances in LATAM and NAMER

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 in Customer Success, Marketing Ops, or Digital Strategy, with at least 2 years in a leadership/people management role.

• Experience managing a one-to-many motion where automation is the primary lever for success

• Experience with CS platforms (Gainsight) and CRM tools (Salesforce) to pull insights and pivot strategy based on data

Preferred

• You are highly organized and can manage complex project timelines involving multiple stakeholders and technical dependencies

• Proficiency in Spanish or Portuguese is a major plus given the LATAM remit

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: $140,000.00 - $225,075.00 base salary

 

Illinois, Colorado, Massachusetts and Minnesota: $133,800.00 - $189,000.00 base salary

 

Washington, Maryland, New Jersey and New York (including NYC metro area): $133,800.00 - $197,750.00 base salary

 

Washington DC: $140,000.00 - $197,750.00 base salary

 

Ohio: $117,200.00 - $165,575.00 base salary 

 

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.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

 

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% em