[Hiring] Senior Customer Success Account Manager @Docusign

Role Description

The Senior Customer Success Account Manager (CSAM) owns a portfolio of commercial customers and is accountable for protecting and growing recurring revenue through strong customer relationships, adoption, value realization, and renewal execution. As a trusted advisor, you will help customers achieve measurable business outcomes from their Docusign investment. You will develop customer success and value strategies, identify risks early, lead renewal and negotiation activity, and uncover opportunities for broader adoption and expansion. This is a high-accountability individual contributor role.

This position is an individual contributor role reporting to the Director, Asia Commercial CSAM.

Responsibilities

• Own a portfolio of customer accounts, including renewal planning, customer engagement, adoption, risk management, forecasting, and growth opportunities.
• Build trusted relationships with key customer stakeholders and understand their business priorities, agreement processes, desired outcomes, and measures of success.
• Develop and execute account-specific customer success and value plans that improve adoption, strengthen relationships, and support successful renewals.
• Engage customers early in the renewal cycle, maintain an accurate rolling forecast, and communicate risks with clear mitigation plans and next steps.
• Lead win-win renewal and contract discussions, balancing customer value, commercial outcomes, and long-term relationship health.
• Conduct regular business reviews and value conversations that connect Docusign capabilities to the customer's strategic priorities and measurable outcomes.
• Use account health, product usage, customer feedback, commercial data, and behavioral trends to prioritize activity and focus time where it will have the greatest impact.
• Act as the primary customer-success point of coordination for escalations, bringing together the right internal teams and maintaining clear ownership through resolution.
• Partner closely with Account Executives and other account-team members to identify, qualify, and progress adoption, cross-sell, and expansion opportunities.
• Collaborate with Sales, Customer Success, Pricing, Legal, Revenue Operations, Product Management, Support, and other teams to deliver customer outcomes and mitigate risk.
• Maintain high standards for CRM hygiene, opportunity management, data quality, renewal documentation, quotes, and forecasting.
• Share customer insights, recurring challenges, and market feedback to improve internal processes and future customer outcomes.

Qualifications

• 5+ years of experience in Customer Success, Account Management, Renewal Management, Sales, or a related customer-facing SaaS role.
• Experience managing a portfolio of commercial or enterprise customers and owning measurable renewal, retention, revenue, or customer-success outcomes.
• Experience managing renewal or commercial negotiation cycles from planning through completion.
• Experience working in a quota-carrying or target-driven environment, with a track record of meeting or exceeding key performance indicators.
• Experience with consultative and value-selling skills, with the ability to connect customer priorities to business outcomes.
• Experience analyzing customer usage, health, financial, and relationship signals and translating them into practical actions.
• Experience working independently while influencing and coordinating cross-functional teams.
• Bachelor's degree or equivalent practical experience.

Requirements

• Experience supporting adoption and business change across complex or distributed organizations.
• Experience with agreement management, eSignature, SaaS, workflow automation, or a related technology environment.
• Strong contract negotiation skills and experience driving agreements to completion on time.
• Experience facilitating executive-level business reviews and persuasive value conversations.
• Salesforce or comparable CRM experience.
• Experience supporting customers across Asia and navigating different markets, cultures, and buying processes.
• Fluency in an additional Asian language relevant to the assigned territory.
• Strong written and verbal communication skills, including confidence engaging customer stakeholders at multiple levels.
• Excellent organization, prioritization, follow-through, and attention to detail.

Benefits

• 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.
• We listen, be honest, and try our best to do what’s right, every day.
• 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.