Customer Success Manager II

About the role

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.

Responsibilities

• 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
• Proactively monitor and analyze product usage data to implement targeted adoption strategies and manage consumption metrics, ensuring the customer fully utilizes their contracted features
• Develop and execute a formal Customer Success Plan that aligns with customer corporate strategy
• Uncover adjacent, high-value use cases that drive deeper platform adoption and lay the groundwork for account expansion
• Build strong relationships and influence senior-level stakeholders (VP, C-level)
• Balance high-level strategic vision with hands-on execution to achieve long-term account health and measurable value realization

Requirements

• Basic 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
• Proven ability to drive platform adoption, organizational change management, and measure value/ROI for complex, multi-product enterprise accounts
• Excellent communication, presentation, and strategic planning skills
• Proven ability to build strong relationships and influence senior-level stakeholders (VP, C-level)
• Preferred: Proven ability to develop and execute a formal Customer Success Plan that aligns with customer corporate strategy
• Preferred: 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
• Preferred: Strong business acumen with a track record of uncovering adjacent customer use cases to support account expansion in partnership with Sales
• Preferred: Hands-on experience with Salesforce and modern customer success platforms or product analytics tools to drive data-informed adoption strategies
• Preferred: Proven ability to balance high-level strategic vision with hands-on execution to achieve long-term account health and measurable value realization

Qualifications

• Proven ability to balance high-level strategic vision with hands-on execution to achieve long-term account health and measurable value realization

Skills

• Customer Success Management
• Enterprise Account Management
• Strategic Account Management
• Agentic Solutions
• Contract Lifecycle Management (CLM)
• Agreement Workflows
• Business Acumen
• Product Analytics

Benefits

Global benefits provide options for the following:

• Paid Time Off
• Paid Parental Leave
• Full Health Benefits Plans
• Retirement Plans
• Learning and Development
• Compassionate Care Leave
• Stock: Restricted Stock Units (RSUs)

Pay

Based on a number of factors including geographic location, the below details pay ranges in the following locations:

• California: $111,000.00 - $158,400.00 base salary
• Illinois, Colorado, Massachusetts and Minnesota: $104,200.00 - $151,075.00 base salary
• Washington, Maryland, New Jersey and New York (including NYC metro area): $104,200.00 - $152,700.00 base salary
• Washington DC: $111,000.00 - $152,700.00 base salary
• Ohio: $100,400.00 - $145,550.00 base salary

Schedule

This position is 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.