Senior Manager, Digital Customer Success

Docusign

7h • Remote

About The Position

As the Manager of Digital Customer Success, you will lead the Digital Motion for Docusign’s Scaled segment across NAMER and LATAM. You aren't just managing people; you are architecting a digital journey that ensures thousands of customers realize the full value of their Docusign solution. You will lead a team of Digital CSMs to deliver high-impact, automated, and semi-automated interventions that drive adoption, retention, and expansion at scale.
This position is a people manager role reporting to the Director, Customer Success - Scaled Customer Management, Americas.

Requirements

• 5+ years in Customer Success, Marketing Ops, or Digital Strategy, with at least 2 years in a leadership/people management role.
• Experience managing a one-to-many motion where automation is the primary lever for success
• Experience with CS platforms (Gainsight) and CRM tools (Salesforce) to pull insights and pivot strategy based on data

Nice To Haves

• You are highly organized and can manage complex project timelines involving multiple stakeholders and technical dependencies
• Proficiency in Spanish or Portuguese is a major plus given the LATAM remit

Responsibilities

• Design and deploy multi-channel digital campaigns (email, in-app, webinars, community) tailored to a diverse set of accounts in the NAMER and LATAM markets
• Lead, mentor, and develop a team of Digital CSMs, fostering a culture of experimentation, technical excellence, and customer-centricity
• Analyze campaign performance rigorously. You won’t just report on open rates; you’ll identify which digital touchpoints actually move the needle on Net Retention Rate (NRR) and health scores
• Serve as the bridge between Scaled CS, Marketing, Product, and Operations to ensure a seamless and non-redundant customer experience
• Build workflows that are agile enough to support a massive, high-volume customer base while remaining localized and relevant to regional nuances in LATAM and NAMER

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: Manager
• Education Level: No Education Listed