Strategic 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 Strategic Customer Account Manager (CSAM), you’ll manage a portfolio of our most strategic customers to ensure they’re achieving maximum value from their investment in Docusign. You’ll play a key role in securing renewals, expanding adoption, and driving growth while serving as a trusted advisor across all phases of the customer lifecycle. You’ll partner closely with Account Executives and cross-functional teams to identify business opportunities, resolve escalations, and ensure long-term customer success. You thrive in a fast-paced environment, act with urgency, and bring a solutions-oriented mindset to every interaction.

 

This position is an individual contributor reporting to Director, Customer Success Account Management.

 

Responsibility

• Drive strategic renewal and adoption outcomes for a portfolio of top-tier customers
• Deliver on revenue, bookings, billings and customer value targets
• Identify and mitigate risk early through proactive stakeholder engagement and executive alignment
• Lead win-win renewal negotiations that maintain and grow customer trust
• Conduct regular business reviews to align on goals and highlight value from Docusign solutions
• Own and execute full adoption strategies across customers, leveraging internal cross-functional teams
• Serve as escalation point of contact and guide resolution efforts for any customer concerns
• Partner with Sales, Product, Pricing, Legal, and other teams to develop risk mitigation and growth strategies
• Act as a Docusign subject matter expert to support customer goals and elevate their success
• Evaluate customer usage and behavioral data to prioritize engagement and investment
• Support account planning and surface new growth opportunities with Account Executives
• Travel occasionally (10%) to deepen customer relationships
• Ensure CRM hygiene and accuracy of forecasts, opportunities, and internal documentation

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
• 8+ years in Sales, Renewal Management, Account Management or Customer Success within SaaS
• Experience negotiating complex, high-value contracts
• Familiarity with enterprise deal cycles and working with executive stakeholders
• Experience with Salesforce

Preferred

• History of meeting/exceeding performance and quota targets
• Experience leading adoption strategies and influencing change across organizations
• Strategic mindset with the ability to articulate value to senior leaders
• High level of adaptability and urgency
• Strong communication, collaboration and relationship-building skills
• Ability to analyze customer data and translate into action
• ROI/value analysis experience

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: $106,200.00 - $151,525.00 base salary

 

Illinois and Colorado: $100,900.00 - $146,350.00 base salary

 

Washington, New Jersey and New York (including NYC metro area): $100,900.00 - $146,025.00 base salary

 

Washington DC: $106,200.00 - $146,025.00 base salary

 

Ohio: $95,900.00 - $139,100.00 base salary 

 

This role is also eligible for the following:<