Strategic Customer Success Account Manager
About The Position
As a Strategic Customer Account Manager (CSAM), you’ll manage a portfolio of our most strategic customers to ensure they’re achieving maximum value from their investment in Docusign. You’ll play a key role in securing renewals, expanding adoption, and driving growth while serving as a trusted advisor across all phases of the customer lifecycle. You’ll partner closely with Account Executives and cross-functional teams to identify business opportunities, resolve escalations, and ensure long-term customer success. You thrive in a fast-paced environment, act with urgency, and bring a solutions-oriented mindset to every interaction. This position is an individual contributor reporting to a Sr. Manager, Customer Success Account Management.
Requirements
- BA/BS degree or equivalent work experience
- 8+ years in Sales, Renewal Management, Account Management or Customer Success within SaaS
- Experience negotiating complex, high-value contracts
- History of meeting/exceeding performance and quota targets
- Experience with enterprise deal cycles and working with executive stakeholders
- Experience with Salesforce
Nice To Haves
- Experience leading adoption strategies and influencing change across organizations
- Strategic mindset with the ability to articulate value to senior leaders
- High level of adaptability and urgency
- Strong communication, collaboration and relationship-building skills
- Ability to analyze customer data and translate into action
- ROI/value analysis experience
Responsibilities
- Drive strategic renewal and adoption outcomes for a portfolio of top-tier customers
- Deliver on revenue, bookings, billings and customer value targets
- Identify and mitigate risk early through proactive stakeholder engagement and executive alignment
- Lead win-win renewal negotiations that maintain and grow customer trust
- Conduct regular business reviews to align on goals and highlight value from Docusign solutions
- Own and execute full adoption strategies across customers, leveraging internal cross-functional teams
- Serve as escalation point of contact and guide resolution efforts for any customer concerns
- Partner with Sales, Product, Pricing, Legal, and other teams to develop risk mitigation and growth strategies
- Act as a Docusign subject matter expert to support customer goals and elevate their success
- Evaluate customer usage and behavioral data to prioritize engagement and investment
- Support account planning and surface new growth opportunities with Account Executives
- Travel occasionally (~10%) to deepen customer relationships
- Ensure CRM hygiene and accuracy of forecasts, opportunities, and internal documentation
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).
- Global benefits provide options for the following:
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
