Senior Manager, Customer Success Management

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 Senior Manager, Customer Success Management, you will lead a high-performing team responsible for the post-sale customer lifecycle, focusing on translating strategy to scale. You will oversee a large team of professional individual contributors charged with driving product adoption and business value realization for our strategic enterprise customers. In this role, you will translate functional OKRs into clear, scalable projects and roadmaps, operating with a 3-6 month strategic focus.

You will anticipate risks and shifts, ensuring smooth execution while leading cross-functional teams to deliver impactful results at scale. Beyond daily people management, you will shape cross-functional strategies and align multiple teams toward shared objectives, identifying systemic issues that degrade the customer experience and driving corrective action. You will foster a culture of problem-solving and "normalizing debate," ensuring your team collaborates effectively with Sales, Product, and Engineering to maximize customer investment

This position is a people manager role reporting to the Senior Director of Customer Success Management.

Responsibility 

• Drive the consistent execution of standardized adoption playbooks across the team to ensure a uniform customer experience

• Track within the CSM platform (e.g., Gainsight, Salesforce)and ensure the team accurately logs milestones to provide a clear, data-driven view of customer health and progress

• Translate high-level functional strategies into clear, scalable execution plans

• Identify key areas for innovation aligned with business goals, fostering accountability by setting and driving area goals for your team

• Manage and develop a large team of professional Customer Success Managers

• Mentor and develop talent, participating actively in hiring and team growth, while modeling empathy and coaching others to approach differences with awareness and respect

• Coach your team to implement targeted strategies and playbook-driven interventions that ensure widespread product usage

• Use activity-based insights to influence prioritization and design decisions, identifying systemic issues that degrade customer experience

• Foster a team environment where courageous, respectful debate is normalized to resolve friction points

• Drive alignment on vision and outcomes for complex initiatives, proactively resolving conflicts with partners in Sales and Professional Services

• Drive solutions and continuous improvement through structured, data-driven approaches that enhance workflows and reduce inefficiencies

• Maintain high-level accountability for the consumption and usage metrics tied to revenue commitments

• Serve as a trusted advisor and escalation point, collaborating cross-functionally to solve complex challenges

• Guide your team in securing executive alignment, ensuring they act as strategic advisors who bring industry best practices to customer relationships

• Act as a tireless internal advocate for the customer, ensuring team-led solutions address both stated and unstated customer problems

• Lead without authority, navigating across silos to drive alignment among diverse stakeholders

• Establish and enforce standard practices for scope and decision ownership

• Evaluate, responsibly adopt, and help scale technical tools (including AI solutions) to boost team efficiency and impact

• Lead with transparency - especially when communicating difficult messages - to foster trust and psychological safety

• Oversee regional workstreams with considerable independence, balancing short-term tactical needs with long-term strategic objectives

• Lead the team through organizational change and market shifts, inspiring them to embrace uncertainty and new opportunities

• Model resilience, framing setbacks as learning moments to maintain team engagement and momentum

Job Designation

R