[Hiring] Director, Customer Success Account Management @Docusign

Role Description

The Director, Customer Success Management is a high-impact leadership role responsible for the strategic direction and operational success of a large Customer Success segment. You will lead a high-performing organization of people managers and strategic individual contributors, ensuring the organization drives world-class product adoption and business value realization. You focus on the long-term health of the business, operating with a 6–12 month strategic horizon. In this role, you will act as a change agent, fostering a culture of innovation, accountability, and continuous professional development. You will oversee regional workstreams with considerable independence, balancing short-term tactical needs with long-term strategic objectives. You will identify systemic issues that degrade the customer experience and drive corrective action across the function.

This position is a people manager role reporting to the Senior Director, Customer Success Management.

Responsibilities

• Lead, coach, and develop a high-performing organization of managers and strategic individual contributors
• Translate global Customer Success objectives into a comprehensive regional strategy focusing on long-term NRR and GRR
• Design and implement the frameworks used by the organization to measure and communicate ROI for the IAM platform
• Drive the evolution of success playbooks, leveraging AI-driven insights to improve organizational efficiency and impact
• Serve as the executive sponsor for high-value accounts, navigating complex commercial and technical escalations while building long-term trust
• Partner with VPs and Directors across Sales, Product, and Marketing to influence the product roadmap and go-to-market strategy
• Own the delivery of key performance indicators (KPIs) for your segment, including adoption rates, health scores, and consumption targets
• Foster a collaborative environment that encourages agreement excellence and pioneers new ways to leverage AI and machine learning
• Mentor and develop senior talent, modeling empathy and coaching others to approach differences with awareness and respect
• Lead with transparency to foster trust and psychological safety, especially when communicating difficult messages
• Frame setbacks as learning moments to maintain team engagement and momentum through organizational change
• Establish and enforce standard practices for scope and decision ownership across the segment

Qualifications

• BA/BS degree or equivalent work experience
• 12+ years of experience in Customer Success, Account Management, or Consulting within a global SaaS environment
• 7+ years of people management experience, including a proven track record of managing other people managers
• Experience leading large-scale business transformations and digital adoption strategies
• Experience managing the performance and growth of a $100M+ book of business

Preferred Qualifications

• 15+ years of experience in Customer Success, Account Management, or Management Consulting
• Proven ability to operate at a 6–12 month strategic planning horizon while maintaining operational rigor
• Expertise in leading large organizations through significant product, structural, or market shifts
• Exceptional ability to influence C-suite executives both internally and externally
• Advanced proficiency in using Gainsight and Salesforce to drive organizational strategy and predictive health models
• Deep knowledge of e-signature, CLM, and AI-driven Intelligent Agreement Management (IAM) workflows

Wage Transparency

• California: $152,700.00 - $231,625.00 base salary
• Illinois, Colorado, Massachusetts and Minnesota: $148,300.00 - $215,050.00 base salary
• Washington, Maryland, New Jersey and New York (including NYC metro area): $148,300.00 - $221,400.00 base salary
• Washington DC: $152,700.00 - $221,400.00 base salary
• Ohio: $141,000.00 - $204,450.00 base salary

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

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.