Senior Director, Customer Success Account 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

The Sr. Director, Customer Success Account Management is a high-impact role responsible for managing key aspects of the post-sale customer lifecycle, focused on retention and growth. You are a proven leader with a track record of scaling SaaS organizations. This leader will drive their organization’s strategy and lead the overall performance of people and processes to achieve the highest levels of customer retention, engagement, and satisfaction for the North America CBU CSAM group. You will be a customer-first leader, dedicated to improving the customer experience not only by executing current playbooks but conceiving new, novel ways of working – including AI-driven transformations – to ensure Docusign remains the industry leader in Intelligent Agreement Management (IAM).

 

This position is a people manager role reporting to the Group Vice President, Customer Success Account Management.

 

Responsibility

• Architect and lead the 3+ year strategy for the North America CBU Customer Success Account Management, focusing on the evolution of people and processes to drive long-term adoption, retention, growth, and customer satisfaction

• Direct the financial and strategic performance of the organization, taking accountability for revenue targets and bookings while optimizing resource plans for a multi-layered leadership team

• Own the executive forecasting process, providing leadership with a rigorous, rolling view of retention and churn risks, and translating data into actionable business intelligence for the C-suite

• Drive a comprehensive adoption and health strategy across the customer base, serving as a change agent to ensure customers realize the full value of the Intelligent Agreement Management (IAM) platform and other Docusign products

• Conceive and scale next-generation operational playbooks, integrating AI and forward-thinking methodologies to evolve the function’s capabilities and performance standards

• Steer multidisciplinary, cross-functional initiatives by partnering with leaders across Product, Sales, and Finance to ensure unified alignment on customer health and gross retention outcomes

• Serve as the primary executive escalation point for the CBU customers, navigating complex, high-value customer negotiations and representing the function in external industry forums

• Build a robust leadership bench and diverse talent pipeline, taking a lead role in setting the professional development strategy for the organization and mentoring the next generation of leaders

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

• 15+ years of experience within Sales, Renewal Management, Account Management, and/or Customer Success, ideally within SaaS offerings

• 10+ years of leadership experience in customer success, account management, renewal management, consultative sales, and/or business consulting

• Experience leading leaders and building teams that consistently meet and exceed established goals

• Comfort driving, owning, and growing the financial outcomes of a $100M+ book of business

• Experience setting annual and multi-year functional strategies with a track record of success in leading large-scale, strategic initiatives

• Experience in B2B customer success roles demonstrating executive presence and negotiating with C-level executives

• BA/BS degree

Preferred

• Demonstrated ability to influence and steer high-level stakeholders across dispa