Strategic Customer Success Manager

Docusign • UNAVAILABLE, UNAVAILABLE

15h • Remote

About The Position

The Customer Success Manager is the ultimate champion for our most complex enterprise customers, helping them leverage Docusign's IAM platform with agentic capabilities and unlocking the power of their agreement data. Operating as a transformative advisor with a strong point of view, you will prescribe how organizations can best deploy agentic solutions, optimize intelligent workflows, and drive measurable impact. By proactively guiding customers through adoption challenges, you will build deep organizational credibility while establishing a long-term strategic partnership. In doing so, you will orchestrate cross-functional internal teams to align Docusign’s roadmap directly with customer business objectives. Ultimately, your leadership will secure long-term account retention and naturally lay the groundwork for future expansion in partnership with Sales.
This position is an individual contributor role reporting to the Senior Manager Customer Success.

Requirements

• BA/BS degree or equivalent work experience
• 8+ years of customer-facing experience in a post-sales capacity managing complex enterprise accounts
• 5+ years of experience specifically in Enterprise Customer Success, Strategic Account Management, or Management Consulting within a SaaS organization
• Experience driving platform adoption, organizational change management, and measuring value/ROI for complex, multi-product enterprise accounts
• Experience building strong relationships and influencing senior-level stakeholders (VP, C-level)
• Travel +/- 20%
• 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

• Excellent communication, presentation, and strategic planning skills
• Proven ability to develop and execute a formal Customer Success Plan that aligns with customer corporate strategy
• Deep domain expertise in agreement workflows, Contract Lifecycle Management (CLM), or legal operations, and/or deep vertical expertise in target enterprise sectors (e.g., Financial Services, Healthcare, or Public Sector), including fluency in relevant regulatory and compliance frameworks
• Strong business acumen with a track record of uncovering adjacent customer use cases to support account expansion in partnership with Sales
• Hands-on experience with Salesforce and modern customer success platforms or product analytics tools to drive data-informed adoption strategies
• Proven ability to balance high-level strategic vision with hands-on execution to achieve long-term account health and measurable value realization

Responsibilities

• Be responsible for the creation and execution of a mutually agreed Customer Success Plan (CSP) to improve and ensure rapid time-to-value across all deployments, aligning Docusign's capabilities directly with the customer's strategic business outcomes
• Partner with customers to co-author, execute, and continuously refresh their future solution roadmap, ensuring active use cases directly support the objectives of the Customer Success Plan (CSP) to drive toward their strategic business outcomes
• Serve as a trusted advisor to bring thought leadership and align Docusign's long-term capabilities with the customer's evolving vision, ensuring executive alignment on the path forward
• Be responsible for proactively monitoring and analyzing product usage data to implement targeted adoption strategies and manage consumption metrics, ensuring the customer fully utilizes their contracted features
• Educate customers proactively on product innovation and newly released capabilities, partnering with them to strategically integrate these advancements into their active agreement workflows to drive ongoing impact
• Be responsible for ensuring the customer is actively utilizing their services entitlements, validating that project implementations and Professional Services engagements continuously align with the roadmap and deliver the defined business outcomes
• Partner with Sales and the customers’s chosen solution partners to uncover adjacent, high-value use cases that drive deeper platform adoption and lay the groundwork for account expansion
• Identify and mitigate organizational and adoption risks early by leveraging strong executive presence to guide customers through complex technical or adoption challenges
• Own the end-to-end mitigation strategy, clearly presenting potential approaches, trade-offs, and recommended solutions to secure executive buy-in and drive positive business outcomes
• Orchestrate internal stakeholders across Sales, TAMs, Professional Services/Partners, and Product/Engineering to align on success plans, maintain account health, and execute joint adoption growth strategies
• Act as the primary internal advocate for the customer's needs, driving transparency and removing friction points across teams
• Leverage product usage metrics, account history, and solution knowledge to build a strong retention strategy in active preparation for the renewal cycle with the Account Executive and Renewal Manager

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree