Sr. Director, Support - Strategic Accounts

Docusign • San Francisco, CA

1d • Remote

About The Position

As the Senior Director of Support for Strategic Accounts, you will serve as the executive leader responsible for the support delivery experience of Docusign's high-value, complex global enterprise customers. You will define and execute the strategic vision for specialized, high-touch support services, ensuring major enterprise partners achieve maximum value from the Intelligent Agreement Management platform. By leading a global, multi-functional organization of managers and technical experts, you will drive proactive engagement frameworks, rapid incident resolution architectures, and long-term partnership health.

Requirements

• Bachelor's degree or equivalent experience in Computer Science, Engineering, or a related field
• 15+ years of experience in technical support, customer success, or professional services environments
• 8+ years of leadership experience managing multi-tiered global operations or people managers
• Experience leading global teams supporting enterprise software deployments with broad integration, business workflows, and scale within the Fortune 500
• Experience navigating operational ambiguity and leading organizational change initiatives during periods of rapid scale and/or transformation
• Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

Nice To Haves

• Master's degree or MBA in a relevant functional field
• Prior experience being DRI for large global system/services transformation to improve customer experience, agent effectiveness, and business outcomes
• Proven history of presenting functional performance metrics to executive and board stakeholders
• Strategic knowledge of how Generative AI architectures and automation can be integrated into functional capacity planning
• Knowledge of SaaS deployments within e-signature or contract lifecycle management (CLM) industries

Responsibilities

• Lead our large global tier 3 technical support operational delivery team that solves complex technical support cases across our largest accounts
• Lead adjacent enterprise support functions such as Support Account Managers
• Translate enterprise-level business objectives into actionable support roadmaps for the Strategic Accounts vertical to optimize global retention and loyalty
• Build deep strategic partnerships with executive leaders across Sales, Product, Engineering and Customer Success to align technical support services with long-term corporate growth targets
• Improve product quality, scale, supportability and reliability for our largest strategic customers through deep partnership and tight SLAs with engineering and SRE leadership
• Sponsor the development of AI-driven support models and autonomous diagnostic agents tailored for enterprise-scale customer architectures
• Serve as the final authority and executive point of contact for critical business escalations to ensure rapid restoration of client trust
• Govern global organizational design, headcount planning, and multi-year resource allocations across internal and partner ecosystems
• Foster an inclusive, high-performing organizational culture centered on transparency, accountability, and customer-first execution standards
• Anticipate industry disruptions driven by AI, leveraging technology trends to enhance functional strategy and long-term operational excellence

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