Customer Success Account Specialist

Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

About the Role: Customer Success Account Specialist

As a Customer Success Account Specialist, you will play a crucial role in supporting the growth and retention of a portfolio of lower complexity customer accounts. This involves data-driven preparation, proactive outreach, and the execution of structured customer success workflows. You'll also be key in managing renewals, coordinating with Customer Success and Sales teams to prepare for key customer milestones, identify risk and expansion opportunities, and ensure a smooth and timely renewal experience. This is a hands-on, detail-oriented individual contributor role requiring strong organizational skills, a customer-first mindset, and a desire for professional growth within the Customer Success organization, reporting to the Manager, Customer Success Account Management.

Key Responsibilities

• Support a defined set of customer accounts, assisting with engagement planning, renewal tracking, and basic customer communications.
• Prepare customer data reports, success plan inputs, and meeting notes to enable proactive outreach and risk mitigation.
• Collaborate closely with leadership, Account Executives, and cross-functional partners to identify risks, opportunities, and ensure account health.
• Assist in triaging adoption and engagement tasks, leveraging playbooks and templates for timely follow-up and resolution of customer needs.
• Coordinate internal teams to resolve customer support or product-related issues.
• Participate in short-term planning efforts, such as QBR preparation, contract reviews, and customer research.
• Learn to articulate Docusign’s core value propositions and platform use cases.
• Collaborate with internal teams including Sales, Customer Success, Product, and Revenue Operations.
• Maintain CRM accuracy and follow internal processes for data hygiene and forecasting.
• Contribute to process improvement by sharing observed customer feedback and workflow challenges.

What You Bring

Basic Qualifications:

• 1+ years of experience in customer-facing roles (support, sales, renewals, or success).
• Bachelor’s degree or equivalent work experience.
• Experience managing tasks or projects in a fast-paced, collaborative environment.
• Experience with Salesforce.com, Microsoft Excel, and Google Workspace.

Preferred Qualifications:

• Strong written and verbal communication skills.
• Familiarity with customer lifecycle, renewal, or account management processes.
• Exposure to SaaS or subscription-based business models.
• Strong organizational skills and attention to detail.
• Willingness to learn new tools and systems quickly.
• Demonstrated ability to work both independently and within a team.
• Negotiation ownership and contract execution experience.
• Revenue accountability (bookings, billings, quota).
• Cross-functional collaboration around quote management, pricing, legal experience.
• Experience forecasting and renewal risk mitigation at a portfolio level.
• Experience with strategic customer conversations.

Work Arrangement

This is a Remote position. Employees are not required to be in or near an office frequently and work from a designated remote work location for the majority of the time. Please note that Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

Compensation and Benefits

Pay for this position varies by geographic location and is based on job-related knowledge, skills, and experience. Example hourly base salary ranges include:

• California: $29.95 - $44.03/hour
• Illinois, Colorado, Massachusetts, Minnesota: $28.51 - $39.22/hour
• Washington, Maryland, New Jersey, New York (including NYC metro area): $28.51 - $41.16/hour
• Washington DC: $29.95 - $41.16/hour
• Ohio: $27.31 - $37.59/hour

This role is also eligible for a company bonus plan, calculated as a percentage of eligible wages and dependent on company performance. Docusign offers comprehensive global benefits including paid time off, paid parental leave, full health benefits plans, retirement plans, learning and development opportunities, and compassionate care leave.

Key skills/competency

• Customer Success
• Account Management
• Client Retention
• SaaS
• Salesforce
• Customer Relationship Management (CRM)
• Renewal Management
• Data Analysis
• Cross-functional Collaboration
• Communication Skills