Senior Director, Customer Success Account Management

Docusign

5d • Remote

About The Position

The Sr. Director, Customer Success Account Management is a high-impact role responsible for managing key aspects of the post-sale customer lifecycle, focused on retention and growth. You are a proven leader with a track record of scaling SaaS organizations. This leader will drive their organization’s strategy and lead the overall performance of people and processes to achieve the highest levels of customer retention, engagement, and satisfaction for the North America CBU CSAM group. You will be a customer-first leader, dedicated to improving the customer experience not only by executing current playbooks but conceiving new, novel ways of working – including AI-driven transformations – to ensure Docusign remains the industry leader in Intelligent Agreement Management (IAM).
This position is a people manager role reporting to the Group Vice President, Customer Success Account Management.

Requirements

• 15+ years of experience within Sales, Renewal Management, Account Management, and/or Customer Success, ideally within SaaS offerings
• 10+ years of leadership experience in customer success, account management, renewal management, consultative sales, and/or business consulting
• Experience leading leaders and building teams that consistently meet and exceed established goals
• Comfort driving, owning, and growing the financial outcomes of a $100M+ book of business
• Experience setting annual and multi-year functional strategies with a track record of success in leading large-scale, strategic initiatives
• Experience in B2B customer success roles demonstrating executive presence and negotiating with C-level executives
• BA/BS degree

Nice To Haves

• Demonstrated ability to influence and steer high-level stakeholders across disparate departments (Product, Finance, Sales) to reach consensus on complex deliverables
• Deep subject matter expertise in Intelligent Agreement Management (IAM), including ECM, CLM, and BPM ecosystems
• Track record of effective innovation, including leading the implementation of AI/machine learning technologies to evolve customer engagement
• Highly adept at Leading Change methodology; able to successfully steer organizations through large-scale business transformations
• Advanced background using data and analytics (Salesforce, Gainsight) to identify capability development strategies that align with long-term business objectives
• Proven success in building a strong bench of diverse top talent and setting the learning and development strategy for a broad function

Responsibilities

• Architect and lead the 3+ year strategy for the North America CBU Customer Success Account Management, focusing on the evolution of people and processes to drive long-term adoption, retention, growth, and customer satisfaction
• Direct the financial and strategic performance of the organization, taking accountability for revenue targets and bookings while optimizing resource plans for a multi-layered leadership team
• Own the executive forecasting process, providing leadership with a rigorous, rolling view of retention and churn risks, and translating data into actionable business intelligence for the C-suite
• Drive a comprehensive adoption and health strategy across the customer base, serving as a change agent to ensure customers realize the full value of the Intelligent Agreement Management (IAM) platform and other Docusign products
• Conceive and scale next-generation operational playbooks, integrating AI and forward-thinking methodologies to evolve the function’s capabilities and performance standards
• Steer multidisciplinary, cross-functional initiatives by partnering with leaders across Product, Sales, and Finance to ensure unified alignment on customer health and gross retention outcomes
• Serve as the primary executive escalation point for the CBU customers, navigating complex, high-value customer negotiations and representing the function in external industry forums
• Build a robust leadership bench and diverse talent pipeline, taking a lead role in setting the professional development strategy for the organization and mentoring the next generation of leaders

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