Lead Customer Success Account Manager

DocuSign

236d • $127,700 - $192,750 • Onsite

About The Position

As a Lead Customer Account Manager (CSAM), you will be responsible for managing a portfolio of strategic customers with a focus on renewal and adoption outcomes. You'll partner across functions to drive long-term value, growth, and successful renewals while acting as a trusted advisor. You will lead cross-functional strategies, guide product adoption, and help transform the customer experience through personalized engagement and proactive support. Your impact will be measured by your ability to prevent risk, expand relationships, and surface new opportunities within key accounts.

Requirements

• BA/BS degree or equivalent work experience
• 12+ years in Sales, Account Management, Customer Success, or Renewal Management in SaaS
• Experience closing complex, high-value, multi-year contracts
• Experience navigating large organizations and managing executive-level relationships

Nice To Haves

• Strategic mindset with the ability to lead value-based, executive-level conversations
• Strong record of meeting or exceeding quota and performance metrics
• Proven success leading adoption strategies across enterprise-scale customers
• Skilled at navigating and influencing stakeholders across all levels
• High adaptability to shifting priorities in fast-paced environments
• Strong organizational skills with a high sense of urgency
• Background in project management, business process redesign, or change management
• Salesforce experience
• Excellent communication skills
• Ability to perform ROI/value analysis for customer outcomes
• Subject matter expertise in a specific industry, including understanding of regulatory or compliance factors

Responsibilities

• Prevent risk and drive growth through early stakeholder engagement and value alignment
• Achieve revenue, bookings, and billings goals across your strategic customer portfolio
• Maintain accurate, rolling forecasts and communicate risk or escalation needs internally
• Lead and execute win/win renewal negotiations while preserving and strengthening customer trust
• Conduct regular business reviews to align on outcomes and ensure customers derive value from their investment
• Drive full adoption strategy across multiple products, aligning with Docusign stakeholders to deliver customer success
• Act as the primary escalation point and coordinate cross-functional support to resolve issues
• Partner with Sales, Legal, Product, Revenue Operations, Pricing, and Customer Success teams to execute growth and retention plans
• Serve as a subject matter expert on Docusign capabilities, advising customers beyond core functionality to unlock value
• Identify incremental growth opportunities and support account planning in collaboration with Account Executives
• Analyze usage, health, and engagement patterns to prioritize account activities and maximize impact
• Ensure CRM accuracy and internal process compliance, including forecasting, opportunity management, and data quality
• Travel up to 20% to build executive relationships and deepen customer partnerships

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
• Education Level: Bachelor's degree