Senior Customer Success Account Manager

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 business processes and simplify lives. Using its Intelligent Agreement Management platform, companies create, commit, and manage agreements with ease.

What you'll do

As the Senior Customer Success Account Manager, you will manage a portfolio of customers within a defined territory, leading adoption and renewal efforts. Acting as a trusted advisor, you will drive strategic customer success plans, identify new opportunities, and maximize the value customers gain from Docusign’s solutions. You will collaborate with Sales, Product, and other internal teams to manage risks, resolve escalations, and ensure customer success.

Responsibilities

• Engage customers to drive value and reduce churn risk.
• Achieve revenue, bookings, and billings goals through renewals and expansion strategies.
• Maintain accurate forecasting and communicate risk mitigation plans internally.
• Lead renewal negotiations to reinforce trust and long-term relationships.
• Conduct business reviews aligning customer objectives with solution value.
• Execute adoption strategies in collaboration with internal stakeholders.
• Serve as the primary contact for escalations and support coordination.
• Collaborate with Sales, Customer Success, Pricing, Legal, Revenue Ops, and Product teams.
• Identify and support account growth opportunities and analyze customer trends.
• Ensure strong internal process execution across CRM hygiene, forecasting, and quoting.

Job Designation

This position is Remote. Employee is not required to be near an office frequently and works from a designated remote work location.

What you bring

Basic: BA/BS degree or equivalent work experience, 5+ years in Sales, Account Management, Renewal Management, or Customer Success in SaaS, proven experience in negotiation, and consistency in quota-carrying roles.

Preferred: Experience in leading adoption strategies, strategic thinking, strong adaptability, proficiency with Salesforce CRM, excellent written and verbal communication skills, and the ability to articulate value and ROI.

Wage Transparency & Benefits

Compensation is based on geographic location and individual expertise with competitive hourly rates and bonus incentives. Global benefits include paid time off, parental leave, comprehensive health plans, retirement options, learning and development opportunities, and compassionate care leave.

Work Authorization & Equal Opportunity

Applicants must be authorized to work in the United States without sponsorship. Docusign is an Equal Opportunity Employer committed to diversity and inclusion.

Accommodation & Support

Docusign provides reasonable accommodations during the application process. For assistance, contact accommodations@docusign.com or taops@docusign.com.

Additional Information

This role is not available in Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia, and Wyoming.

Key skills/competency

• Customer Success
• Account Management
• Renewal Strategies
• SaaS
• Adoption
• Negotiation
• Forecasting
• Salesforce CRM
• Strategic Planning
• Cross-functional Collaboration