Director, Customer Success Account Management

Docusign • UNAVAILABLE, UNAVAILABLE

3d • Remote

About The Position

The Director, Customer Success Management is a high-impact leadership role responsible for the strategic direction and operational success of a large Customer Success segment. You will lead a high-performing organization of people managers and strategic individual contributors, ensuring the organization drives world-class product adoption and business value realization. You focus on the long-term health of the business, operating with a 6–12 month strategic horizon. In this role, you will act as a change agent, fostering a culture of innovation, accountability, and continuous professional development. You will oversee regional workstreams with considerable independence, balancing short-term tactical needs with long-term strategic objectives. You will identify systemic issues that degrade the customer experience and drive corrective action across the function.
This position is a people manager role reporting to the Senior Director, Customer Success Management.

Requirements

• BA/BS degree or equivalent work experience
• 12+ years of experience in Customer Success, Account Management, or Consulting within a global SaaS environment
• 7+ years of people management experience, including a proven track record of managing other people managers
• Experience leading large-scale business transformations and digital adoption strategies
• Experience managing the performance and growth of a $100M+ book of business

Nice To Haves

• 15+ years of experience in Customer Success, Account Management, or Management Consulting
• Proven ability to operate at a 6–12 month strategic planning horizon while maintaining operational rigor
• Expertise in leading large organizations through significant product, structural, or market shifts
• Exceptional ability to influence C-suite executives both internally and externally
• Advanced proficiency in using Gainsight and Salesforce to drive organizational strategy and predictive health models
• Deep knowledge of e-signature, CLM, and AI-driven Intelligent Agreement Management (IAM) workflows

Responsibilities

• Lead, coach, and develop a high-performing organization of managers and strategic individual contributors
• Translate global Customer Success objectives into a comprehensive regional strategy focusing on long-term NRR and GRR
• Design and implement the frameworks used by the organization to measure and communicate ROI for the IAM platform
• Drive the evolution of success playbooks, leveraging AI-driven insights to improve organizational efficiency and impact
• Serve as the executive sponsor for high-value accounts, navigating complex commercial and technical escalations while building long-term trust
• Partner with VPs and Directors across Sales, Product, and Marketing to influence the product roadmap and go-to-market strategy
• Own the delivery of key performance indicators (KPIs) for your segment, including adoption rates, health scores, and consumption targets
• Foster a collaborative environment that encourages agreement excellence and pioneers new ways to leverage AI and machine learning
• Mentor and develop senior talent, modeling empathy and coaching others to approach differences with awareness and respect
• Lead with transparency to foster trust and psychological safety, especially when communicating difficult messages
• Frame setbacks as learning moments to maintain team engagement and momentum through organizational change
• Establish and enforce standard practices for scope and decision ownership across the segment

Benefits

• 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.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree