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

As a Senior Customer Account Manager (CSAM), you’ll manage a portfolio of customers within a defined territory, leading both adoption and renewal efforts. You’ll act as a trusted advisor, driving strategic customer success plans, surfacing new opportunities, and maximizing the value customers gain from Docusign’s solutions. You’ll collaborate cross-functionally with Sales, Product, and other internal teams to identify risks, resolve escalations, and ensure customers achieve their desired outcomes.

 

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

 

Responsibility

• Engage customers to drive value realization and mitigate churn risk
• Achieve revenue, bookings, and billings goals through effective renewal and expansion strategies
• Maintain accurate forecasting and communicate risk and mitigation plans internally
• Lead successful renewal negotiations that reinforce trust and long-term customer relationships
• Conduct business reviews that align customer objectives with Docusign solution value
• Own and execute adoption strategies by partnering with internal stakeholders across the business
• Serve as the customer’s primary point of contact for escalations and support coordination
• Collaborate across Sales, Customer Success, Pricing, Legal, Revenue Ops, and Product teams to drive customer outcomes
• Identify and support account growth opportunities as part of the broader account team
• Analyze customer usage, data, and health trends to prioritize and focus time effectively
• Ensure strong internal process execution across CRM hygiene, forecasting, and quoting

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
• 5+ years of experience in Sales, Account Management, Renewal Management, or Customer Success in SaaS
• Negotiation skills with a track record of completing deals on time
• Experience in quota-carrying roles with consistent performance

Preferred

• Ability to manage deal cycles and operate as a consultative, trusted advisor
• Experience leading adoption strategy and acting as a customer change agent
• Strategic thinking and the ability to drive executive-level value conversations
• Strong adaptability to changing priorities
• High sense of urgency and ability to stay organized and focused
• Background in Salesforce CRM
• Strong written and verbal communication skills
• Ability to clearly convey value and ROI in customer interactions

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: $42.64/hour  - $62.84/hour

 

Illinois, Colorado, Massachusetts and Minnesota: $41.15/hour  - $56.59/hour 

 

Washington, Maryland, New Jersey and New York (including NYC metro area): $41.15/hour  - $58.62/hour 

 

Washington DC: $42.64/hour  - $58.62/hour 

 

Ohio: $38.22/hour  - $52.58/hour 

 

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 eli