[Hiring] Strategic Customer Success Manager @Docusign

Role Description

The Strategic Customer Success Manager is a high-impact, customer-facing role responsible for driving successful adoption and business value realization for our most strategic and complex enterprise customers. You will oversee a portfolio of high-value accounts, focusing on translating business strategy into widespread adoption at scale. In this role, you will operate with a 3-6 month strategic focus, identifying systemic issues that degrade the customer experience and driving corrective action.

You will anticipate risks and shifts, ensuring smooth execution while navigating complex political landscapes within your accounts. You will foster a culture of problem-solving and normalizing debate, ensuring you collaborate effectively with Sales, Product, and Engineering to maximize customer investment and drive growth.

This position is an individual contributor reporting to a VP, Customer Success Management.

Responsibilities

• Drive consumption and adoption metrics tied to revenue commitments for Docusign’s most strategic accounts
• Proactively monitor product usage data and implement targeted, large-scale strategies to ensure widespread product usage
• Lead the creation and execution of comprehensive Success Plans in collaboration with Sales and the customer
• Act as a strategic advisor to executive and technical teams, bringing industry best practices to the relationship
• Partner with customers to define, track, and validate successful business outcomes against strategic goals
• Identify and mitigate organizational and adoption risk early through proactive stakeholder engagement
• Coordinate activities across internal silos to expedite resolution of complex issues for your customers
• Support Sales by leveraging customer experience insights to identify adjacent, high-value use cases
• Establish standard practices for decision ownership within your portfolio
• Evaluate and adopt technical tools, including AI solutions, to boost efficiency and impact

Qualifications

• BA/BS degree or equivalent work experience
• 8+ years of experience in an Enterprise Customer Success, Strategic Account Management, or Consulting role
• Proven track record of driving adoption, organizational change management, and measuring ROI for complex enterprise accounts
• Experience navigating large enterprise deal cycles and working with executive stakeholders (VP, C-level)

Preferred Qualifications

• Ability to translate business goals into scalable execution plans within customer organizations
• Expert-level knowledge of change methodologies and experience guiding customers through transitions
• Strong commercial acumen and the ability to identify strategic expansion opportunities
• Fluency in key customer-facing analytics (Salesforce, Gainsight) and business intelligence tools

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.

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.
• You can count on us to listen, be honest, and try our best to do what’s right, every day.
• 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.
• You will be able to feel deep pride in the work you do, because 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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