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).

What You'll Do

As a Customer Success Account Specialist, you will support the growth and retention of a portfolio of lower complexity customer accounts through data-driven preparation, proactive outreach, and execution of structured customer success workflows. You’ll also support the retention and growth of a portfolio of Docusign customers through structured success workflows, proactive engagement, and end-to-end renewal execution. You’ll coordinate with Customer Success and Sales team members 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 role that requires strong organizational skills, a customer-first mindset, and a desire to grow within the Customer Success organization.

This position is an individual contributor role reporting to the Manager, Customer Success Account Management.

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, AEs, and cross-functional partners to identify risks, opportunities, and ensure account health.
• Assist in triaging adoption and engagement tasks, leveraging playbooks and templates to ensure timely follow-up and resolution of customer needs.
• Assist in coordinating internal teams to resolve customer support or product-related issues.
• Participate in short-term planning efforts (e.g., QBR prep, contract reviews, 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.

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

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.

Wage Transparency

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience. Based on applicable legislation, the below details pay ranges in the following locations:

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

This Role Is Also Eligible For The Following

• 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.

Benefits

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.

Work Authorization Notice

Please note that we do not provide visa sponsorship or immigration support for this position. 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.

States Not Eligible for Employment

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Key Skills/Competency

• Customer Relationship Management (CRM)
• Account Management
• Customer Retention
• Data Analysis
• Salesforce.com
• Microsoft Excel
• Google Workspace
• SaaS Business Models
• Cross-functional Collaboration
• Renewal Management