Job Description

Join to apply for the Senior Customer Success Account Manager role at Docusign.

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 peoples 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 Docusigns 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).

Responsibilities

• 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 experthelping 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 dimensionsusage, adoption, relationship strength, and ROIand 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 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.

Basic Qualifications

• BA/BS degree or equivalent work experience
• 5+ years of experience in Sales, Account Management, Renewal Management, or Customer Success in SaaS
• Experience with contract negotiation skills with a track record of completing deals on time
• Experience in quota?carrying roles with consistent performance

Preferred Qualifications

• Proven 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

• 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

Bonus Eligibility

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 eligible wages and dependent on company performance.

Benefits

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life?changing events

Work Authorization Notice

We do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full?time, permanent basis without the need for current or future sponsorship.

Life at Docusign

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do whats right, every day. At Docusign, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, youll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice

States Not Eligible for Employment

• Alaska
• Hawaii
• Maine
• Mississippi
• North Dakota
• South Dakota
• Vermont
• West Virginia
• Wyoming

Equal Opportunity Employer

Its important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can?do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

EEO Know Your Rights poster

Seniority level

• Mid?Senior level

Employment type

• Contract

Job function

• Sales and Business Development
• Software Development

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Job Tags

Permanent employment, Full time, Contract work, Work experience placement, Work at office, Local area, Remote work,

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