[Hiring] Customer Success Account Manager, Channel @Docusign

Role Description

The Channel Customer Success Account Manager Latam plays a key role in driving customer retention and growth within a channel assigned portfolio. This role combines relationship management, negotiation expertise, and a strong focus on execution to ensure predictable renewals, customer satisfaction, and value realization. You’ll act as a trusted advisor to your customers, managing the CS and renewal lifecycle end-to-end — from identifying risk and opportunity to executing successful win/win negotiations. You’ll collaborate closely with Sales, Partners, and Sales Opps to strengthen partnerships, maximize revenue, and contribute to Docusign’s Customer First strategy.

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

Responsibilities

• Own and execute a portfolio of partners renewal contracts within your assigned territory, ensuring timely and predictable outcomes.
• Implement win/win negotiation strategies that protect customer trust while driving incremental contract value.
• Maintain a clear and accurate rolling forecast of channel renewal opportunities.
• Identify and proactively mitigate financial attrition through data-driven insights and customer engagement.
• Partner with External channels, Account Executives, and Customer Success Managers to identify and qualify expansion opportunities at the point of renewal.
• Contribute to account strategy by providing insights on customer trends, competitive dynamics, and adoption challenges.
• Work cross-functionally with teams such as Pricing, Legal, RevOps, and Product Management to ensure renewal success and alignment with company objectives.
• Ensure CRM accuracy, data hygiene, and forecasting discipline across all opportunities.
• Leverage customer data and usage insights to assess renewal health and prioritize actions.
• Follow internal best practices for opportunity management, quoting, and reporting.

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.

Qualifications

• 2+ years of experience in Customer Success + Partnerships within a SaaS environment.
• Experience in quota-carrying or target-based roles with consistent attainment of KPIs.
• Bachelor’s degree or equivalent professional experience.

Preferred Qualifications

• Strong negotiation and customer communication skills.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Experience supporting renewal or adoption cycles across mid-market or enterprise customers.
• Familiarity with Salesforce, Gainsight, or other CRM and success management tools.
• Ability to translate data and insights into actionable renewal strategies.
• Strong organization, prioritization, and execution discipline.
• Excellent written and verbal communication in English and Spanish.

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 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.
• Your contribution helps us make the world better than we found it.

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 [email protected].

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance.

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