[Hiring] Senior Customer Success Account Manager @Docusign

Role Description

As a Senior Customer Account Manager (CSAM), you’ll manage a portfolio of customers within a defined territory, leading both adoption and renewal efforts. You’ll act as a trusted advisor, driving strategic customer success plans, surfacing new opportunities, and maximizing the value customers gain from DocuSign’s solutions. You’ll collaborate cross-functionally with Sales, Product, and other internal teams to identify risks, resolve escalations, and ensure customers achieve their desired outcomes.

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

Responsibilities

• Engage customers proactively to drive value realization and mitigate churn risk
• Achieve revenue, bookings, and billings goals through effective renewal and expansion strategies
• Maintain accurate forecasting and communicate risk and mitigation plans internally
• Lead successful renewal negotiations that reinforce trust and long-term customer relationships
• Conduct business reviews that align customer objectives with DocuSign solution value
• Own and execute adoption strategies by partnering with internal stakeholders across the business
• Serve as the customer’s primary point of contact for escalations and support coordination
• Collaborate across Sales, Customer Success, Pricing, Legal, Revenue Ops, and Product teams to drive customer outcomes
• Identify and support account growth opportunities as part of the broader account team
• Analyze customer usage, data, and health trends to prioritize and focus time effectively
• Ensure strong internal process execution across CRM hygiene, forecasting, and quoting

Qualifications

• BA/BS degree or equivalent work experience
• 5+ years of experience in Sales, Account Management, Renewal Management, or Customer Success in SaaS
• Strong contract negotiation skills with a track record of completing deals on time
• Experience in quota-carrying roles with consistent performance
• Proven ability to manage deal cycles and operate as a consultative, trusted advisor

Requirements

• Experience leading adoption strategy and acting as a customer change agent
• Strategic thinking and the ability to drive executive-level value conversations
• Strong adaptability to changing priorities
• High sense of urgency and ability to stay organized and focused
• Background in Salesforce CRM
• Strong written and verbal communication skills
• Ability to clearly convey value and ROI in customer interactions

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