Strategic Customer Success Account Manager at Docusign

United States

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 a Sr. Manager, 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 History of meeting/exceeding performance and quota targets Experience with enterprise deal cycles and working with executive stakeholders Experience with Salesforce Preferred 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, Colorado, Massachusetts and Minnesota: $100,900.00 - $146,350.00 base salary Washington, Maryland, 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: 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. Stock: This role is eligible to receive Restricted Stock Units (RSUs). Global benefits provide options for the following: 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: Please note that 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 Working here 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 what’s 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, you’ll 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 This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming. Equal Opportunity Employer It's 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 #LI-Remote