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
The Senior Customer Success Manager is responsible for protecting and expanding Docusign's customer base through proactive engagement, value realization, and strategic partnership. This role combines business acumen, negotiation expertise, and customer empathy to ensure retention, growth, and customer advocacy across key enterprise accounts.
You will act as the trusted advisor to your portfolio, maintaining close and regular contact with customers - both virtually (110%) and in person (80%) to drive product adoption and consumption, build long-term relationships, and deliver measurable business outcomes.
This position is an individual contributor role reporting to the Sr. Manager, Customer Success Account Management.
Responsibility
Prevent churn and drive customer loyalty through early engagement and continuous value realization
Maintain a 09 month rolling forecast for your territory and communicate renewal and consumption risk early to internal stakeholders
Develop and execute mitigation plans to ensure renewal success
Serve as the main point of contact for escalations, ensuring swift resolution while protecting customer trust
Identify and drive expansion opportunities across your customer portfolio, aligning Docusign solutions to customer business goals
Own and implement win/win negotiation strategies for strategic renewals
Lead Executive Business Reviews to align on outcomes, adoption, and new opportunities for value creation
Partner cross-functionally with Sales, Partners, Services, Product, Pricing, RevOps, Legal, and Marketing to design and execute growth strategies
Conduct weekly on-site (80%) or virtual meetings (110%) with customers, fostering direct relationships and promoting product adoption
Build and execute adoption plans that accelerate time-to-value and ensure continuous engagement
Support customer change management efforts, acting as a change agent within the organization
Champion the customer voice internally, influencing product and go-to-market strategies
Maintain CRM hygiene and ensure forecasting accuracy
Evaluate account health through usage data, behavioral trends, and qualitative insights to prioritize actions
Follow internal best practices in opportunity management, quoting, and renewal processes
Leverage platforms such as Gainsight for success planning and Gong for insights into customer interactions and renewal readiness
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
5+ years of experience in Customer Success, Account Management, Renewal Management, or Sales within a SaaS environment
Experience achieving retention, renewal, and expansion goals
Experience in managing complex, multi-stakeholder customer relationships
Bachelor's degree or equivalent work experience
Fluent in English and Spanish
Preferred
Strong negotiation, relationship-building, and executive communication skills
Proficiency in Gainsight and Gong, or similar customer engagement and analytics tools
Strategic thinker capable of translating data and insights into actionable plans
Strong understanding of SaaS metrics (NRR, GRR, adoption, usage)
Demonstrated success influencing cross-functional teams in matrix organizations
High level of organization, urgency, and adaptability in fast-paced environments
Excellent written and verbal communication skills, with executive presence
Life at DocuSign
Working here
Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.
We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.
Accommodation
Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.
If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.
Applicant and Candidate Privacy Notice