[Hiring] Account Specialist @Docusign

Role Description

As an Account Specialist, you will support the growth and retention of a portfolio of lower complexity customer accounts through data-driven preparation, proactive outreach, and execution of structured customer success workflows. You’ll also support the retention and growth of a portfolio of Docusign customers through structured success workflows, proactive engagement, and end-to-end renewal execution. You’ll coordinate with Customer Success and Sales team members to prepare for key customer milestones, identify risk and expansion opportunities, and ensure a smooth and timely renewal experience. This is a hands-on, detail-oriented role that requires strong organizational skills, a customer-first mindset, and a desire to grow within the Customer Success organization.

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

Responsibilities

• Support a defined set of customer accounts, assisting with engagement planning, renewal tracking, and basic customer communications.
• Prepare customer data reports, success plan inputs, and meeting notes to enable proactive outreach and risk mitigation.
• Collaborate closely with leadership, AEs, and cross-functional partners to identify risks, opportunities, and ensure account health.
• Assist in triaging adoption and engagement tasks, leveraging playbooks and templates to ensure timely follow-up and resolution of customer needs.
• Assist in coordinating internal teams to resolve customer support or product-related issues.
• Participate in short-term planning efforts (e.g., QBR prep, contract reviews, customer research).
• Learn to articulate Docusign’s core value propositions and platform use cases.
• Collaborate with internal teams including Sales, Customer Success, Product, and Revenue Operations.
• Maintain CRM accuracy and follow internal processes for data hygiene and forecasting.
• Contribute to process improvement by sharing observed customer feedback and workflow challenges.

Qualifications

• 1+ years of experience in customer-facing roles (support, sales, renewals, or success).
• Bachelor’s degree or equivalent work experience.
• Experience managing tasks or projects in a fast-paced, collaborative environment.
• Experience with Salesforce.com, Microsoft Excel, and Google Workspace.

Preferred Qualifications

• Familiarity with customer lifecycle, renewal, or account management processes.
• Strong written and verbal communication skills.
• Exposure to SaaS or subscription-based business models.
• Strong organizational skills and attention to detail.
• Willingness to learn new tools and systems quickly.
• Demonstrated ability to work both independently and within a team.
• Negotiation ownership and contract execution.
• Revenue accountability (bookings, billings, quota).
• Cross-functional collaboration around quote management, pricing, legal.
• Forecasting and renewal risk mitigation at a portfolio level.

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: $29.95/hour - $44.03/hour
• Illinois, Colorado, Massachusetts and Minnesota: $28.51/hour - $39.22/hour
• Washington, Maryland, New Jersey and New York (including NYC metro area): $28.51/hour - $41.16/hour
• Washington DC: $29.95/hour - $41.16/hour
• Ohio: $27.31/hour - $37.59/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 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

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.

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.