[Hiring] Scaled Customer Manager @Docusign

Role Description

Scaled Customer Success Managers (Scaled CSMs) operate as part of the broader Customer Success team. They focus on targeted 1:1 and 1:many customer engagements that complement our digital programs and designated CSAM coverage, helping customers achieve measurable business outcomes and realise maximum value from the Docusign platform at scale. Scaled CSMs lead strategic, outcome-driven engagements across the customer lifecycle (launch, optimise, renew), specialising in adoption, optimisation and expansion motions for commercial and enterprise segments. They partner closely with Digital CSMs, Customer Success Account Managers (CSAMs), Account Executives and Renewal Specialists to intervene at key moments—such as low adoption or upcoming renewals—to drive usage, mitigate risk and uncover new growth opportunities. The successful candidate will be comfortable working in a one-to-many model, managing a high volume of requests while delivering high-quality, expert-led 1:1 or 1:many engagements through calls and webinars.

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

Responsibilities

• Work at scale across a portfolio of customers to increase satisfaction and long-term value, as measured by customer health, product usage, net revenue retention and post-engagement feedback.
• Deliver targeted 1:1 engagements (e.g., health checks, optimisation sessions, feature adoption, use-case design) to diagnose current usage, uncover blockers and recommend best-practice solutions on Docusign IAM, eSignature and related products within Scaled CSM scope.
• Partner with Digital CSMS, CSAMS, AEs and Renewal Specialists to engage customers identified through CTAs, digital campaigns, webinars or renewal workflows especially under-trending or at-risk accounts and those approaching key renewal dates.
• Run renewal-readiness and adoption-focused sessions that clarify value, optimize existing use cases, surface new use cases and help protect and grow recurring revenue.
• Translate technical and product concepts into clear, easy-to-follow guidance, including recommended configurations, workflows and next steps tailored to the customer's business objectives.
• Document all engagements, recommended actions and outcomes in Gainsight and Salesforce to ensure full visibility for the wider account team and to inform scaled success programs.
• Collaborate with internal teams (Digital Success, CSAMs, Sales, Renewals, Support, Marketing and Operations) to share customer insights, influence product and program priorities, and continuously improve our scaled success motions.
• Contribute to playbooks, best-practice content and success stories that can be reused in digital programs and by peers across Scaled, Digital and designated CSAM teams.

Qualifications

• 3+ years of related experience.
• Fluent in English and Spanish.
• Experience in customer-facing roles such as customer success, account management, consulting, support or implementation, preferably within SaaS.
• Experience breaking down technical enablement into clear, step-by-step guidance for non-technical audiences.
• Experience crafting and delivering clear, concise customer communications across email, calls and digital channels.
• Experience working with data and reports (e.g., usage, health scores) to prioritise actions and track impact.

Requirements

• Passion for addressing customer needs and driving successful delivery of enablement solutions that improve adoption and outcomes.
• Strong organisational skills with the ability to manage a large volume of daily requests while maintaining quality and attention to detail.
• Collaborative, goal-oriented and team-centric, with a high level of resilience and a positive attitude in the face of challenges.
• Experience in scaled / digital customer success or tech-touch programs, including playbook-driven engagements and use of CTAS.
• Examples of success working on a large volume of requests while maintaining strong customer outcomes.
• History of collaborating with cross-functional teams to build and execute adoption strategies and scaled playbooks.
• Familiarity with Docusign products (eSignature, IDV, IAM) and common commercial SaaS use cases.
• Experience using systems such as Salesforce, Gainsight, Outreach and analytics or BI tools in a customer success context.

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.
• Equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships.
• Contributions help 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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