Senior 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

The Docusign Senior Customer Success Account Manager (CSAM) owns a defined territory of large, high-growth customers and is directly accountable for all renewal outcomes and adoption motions across their portfolio. Acting as a trusted advisor and adoption strategist, the Senior CSAM helps customers realize the full potential of their Docusign investment—driving measurable ROI, reducing risk, and unlocking new paths to digital transformation. This role blends territory management, account management, and commercial acumen within a solution-selling SaaS environment.

 

The Senior CSAM owns the end-to-end renewal process, partnering closely with Account Executives to develop negotiation strategies, execute value-based renewal motions, and identify expansion opportunities that align to customer goals. They bring strong prospecting and sales acumen, applying value-selling principles to uncover whitespace, articulate business impact, and co-create customer success plans that align adoption and commercial outcomes.

 

Senior CSAMs lead quarterly business reviews and engage regularly with key customer stakeholders to align on goals, progress, and value realization. They collaborate cross-functionally with Sales, Customer Support, Solution Consulting, Product, Professional Services, Pricing, Legal, and other internal teams to deliver a world-class customer experience.

 

The ideal candidate thrives in a fast-paced, results-driven environment—demonstrating accountability, strategic thinking, and a passion for helping customers achieve success through intelligent agreement management.

 

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

 

Responsibility

• Drive renewal outcomes and adoption motions across a portfolio of large, high-growth enterprise accounts, ensuring customers realize ongoing value from Docusign solutions

• Identify and mitigate adoption and renewal risk early through proactive stakeholder engagement and executive alignment.

• Deliver on revenue, bookings, billings, and customer value targets while maintaining accurate territory forecasts

• Lead win-win renewal negotiations that protect and enhance customer trust

• Conduct regular business reviews with key collaborators and executives to align on goals, adoption progress, and measurable outcomes

• Develop and execute adoption strategies that accelerate time to value and maximize customer ROI

• Partner closely with Account Executives on account planning, growth strategies, and multi-year or expansion opportunities

• Serve as the primary point of contact for customer escalations, guiding resolution efforts and maintaining executive visibility

• Act as a Docusign subject-matter expert—helping customers optimize existing use cases and explore new solution areas

• Collaborate cross-functionally with Sales, Customer Support, Solution Consulting, Technical Account Managers, Professional Services, Product, Pricing, Legal, and other internal teams to develop customer growth and risk-mitigation plans

• Evaluate account health across multiple dimensions—usage, adoption, relationship strength, and ROI—and develop strategies to proactively mitigate risk or prioritize growth, driving the most favorable outcomes for both the customer and Docusign

• Demonstrate strong sales acumen and prospecting ability to identify whitespace and growth opportunities within existing accounts

• Ensure CRM hygiene and data accuracy across opportunities, forecasts, and customer documentation

• Travel occasionally (~10%) to strengthen customer relationships and drive strategic alignment

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 a