Senior Customer Success Account Manager

Docusign • UNAVAILABLE, UNAVAILABLE

2d • Remote

About The Position

The Docusign Senior Customer Success Account Manager (CSAM) owns a defined territory of large, high-growth customers and is directly accountable for all renewal outcomes and adoption motions across their portfolio. Acting as a trusted advisor and adoption strategist, the Senior CSAM helps customers realize the full potential of their Docusign investment—driving measurable ROI, reducing risk, and unlocking new paths to digital transformation. This role blends territory management, account management, and commercial acumen within a solution-selling SaaS environment. The Senior CSAM owns the end-to-end renewal process, partnering closely with Account Executives to develop negotiation strategies, execute value-based renewal motions, and identify expansion opportunities that align to customer goals. They bring strong prospecting and sales acumen, applying value-selling principles to uncover whitespace, articulate business impact, and co-create customer success plans that align adoption and commercial outcomes. Senior CSAMs lead quarterly business reviews and engage regularly with key customer stakeholders to align on goals, progress, and value realization. They collaborate cross-functionally with Sales, Customer Support, Solution Consulting, Product, Professional Services, Pricing, Legal, and other internal teams to deliver a world-class customer experience. The ideal candidate thrives in a fast-paced, results-driven environment—demonstrating accountability, strategic thinking, and a passion for helping customers achieve success through intelligent agreement management.
This position is an individual contributor role reporting to the Senior Manager, Customer Success Account Management.

Requirements

• 5+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success, ideally within SaaS offerings
• Experience with quota-carrying roles and proven history of meeting key performance indicators
• Experience with deal negotiation cycles with a successful track record, and experience navigating across internally and with the customer in a trusted advisor/consultative approach
• BA/BS degree or equivalent work experience

Nice To Haves

• Strong contract negotiation skills with experience driving contracts to completion on-time
• Experience with supporting adoption across organizations, serving as a change agent for the customer
• Ability to demonstrate a strategic approach to enable persuasive value conversations with customers at an executive level
• Ability to react and adapt to potential rapid shifts in priorities
• Strong level of urgency, organization and prioritization skills
• Salesforce experience
• Excellent written and verbal communication skills
• Ability to convey value through interactions with customers

Responsibilities

• Drive renewal outcomes and adoption motions across a portfolio of large, high-growth enterprise accounts, ensuring customers realize ongoing value from Docusign solutions
• Identify and mitigate adoption and renewal risk early through proactive stakeholder engagement and executive alignment
• Deliver on revenue, bookings, billings, and customer value targets while maintaining accurate territory forecasts
• Lead win-win renewal negotiations that protect and enhance customer trust
• Conduct regular business reviews with key collaborators and executives to align on goals, adoption progress, and measurable outcomes
• Develop and execute adoption strategies that accelerate time to value and maximize customer ROI
• Partner closely with Account Executives on account planning, growth strategies, and multi-year or expansion opportunities
• Serve as the primary point of contact for customer escalations, guiding resolution efforts and maintaining executive visibility
• Act as a Docusign subject-matter expert—helping customers optimize existing use cases and explore new solution areas
• Collaborate cross-functionally with Sales, Customer Support, Solution Consulting, Technical Account Managers, Professional Services, Product, Pricing, Legal, and other internal teams to develop customer growth and risk-mitigation plans
• Evaluate account health across multiple dimensions—usage, adoption, relationship strength, and ROI—and develop strategies to proactively mitigate risk or prioritize growth, driving the most favorable outcomes for both the customer and Docusign
• Demonstrate strong sales acumen and prospecting ability to identify whitespace and growth opportunities within existing accounts
• Ensure CRM hygiene and data accuracy across opportunities, forecasts, and customer documentation
• Travel occasionally (~10%) to strengthen customer relationships and drive strategic alignment

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.
• 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
• Education Level: Associate degree