Senior Customer Success Account Manager

We need to output HTML fragment with sections: About the role? The posting includes "Company Overview", "What you'll do", "Responsibility", "Job Designation", "What you bring", "Wage Transparency", "Benefits", etc. We must use

for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to map content accordingly. We must not repeat job title as heading. No Job ID. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. Also remove "Work Authorization Notice", "Life at Docusign", "Accommodation", "Applicant and Candidate Privacy Notice", "States Not Eligible for Employment", "Equal Opportunity Employer", "EEO Know Your Rights poster". Also remove "Job Designation" maybe? It's not a required heading but could be considered metadata; we can fold into short

or drop. Probably drop. We need sections only when posting has real specific content. So we need sections: About the role (maybe from Company Overview + What you'll do?), Responsibilities (from Responsibility list), Requirements/Qualifications/Skills (from What you bring), Benefits, Pay (Wage Transparency). Schedule? Not present. So we omit Schedule. We must preserve all substantive information, not invent or summarize away detail. Use

• for any list of duties/requirements/benefits. Use

  for prose. We need to ensure we don't include filler like "commensurate with experience". Not present. Let's extract content. 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: paragraph describing role. Responsibility: list of bullet-like sentences (starting with Drive renewal outcomes..., Identify and mitigate..., Deliver on..., Lead win-win..., Conduct regular..., Develop and execute..., Partner closely..., Serve as..., Act as..., Collaborate..., Evaluate..., Demonstrate..., Ensure..., Travel occasionally...). We'll turn each into

• . What you bring: Basic and Preferred sections. Basic: list of bullet-like sentences. Preferred: list. We need to decide headings: "About the role" could combine Company Overview and What you'll do. Or separate? The instruction: use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay. Possibly combine Requirements and Qualifications? But we have both Basic and Preferred; could treat Basic as Requirements, Preferred as Qualifications/Skills. Or we could have Requirements (Basic) and Qualifications (Preferred). Skills maybe separate? But we can just have Requirements and Qualifications. We need to avoid thin sections; but we have enough content. Let's craft:

  About the role

  Company overview paragraph + What you'll do paragraph.

  Then

  Responsibilities

  • ... each responsibility.
  Then

  Requirements

  • Basic requirements list.
  Then

  Qualifications

  • Preferred qualifications list.
  Then

  Benefits

  • Benefits list.
  Then

  Pay

  Wage transparency details: list of ranges per location, plus bonus eligibility.

  We must not include Schedule. Check for any duplicated lines: ensure we don't repeat. Now extract exact text. Company Overview paragraph: "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 paragraph: "The Docusign Senior Customer Success Account Manager (CSAM) owns a defined territory of large, high-growth customers and is directly accountable for all renewal outcomes and adoption motions across their portfolio. Acting as a trusted advisor and adoption strategist, the Senior CSAM helps customers realize the full potential of their Docusign investment—driving measurable ROI, reducing risk, and unlocking new paths to digital transformation. This role blends territory management, account management, and commercial acumen within a solution-selling SaaS environment. The Senior CSAM owns the end-to-end renewal process, partnering closely with Account Executives to develop negotiation strategies, execute value-based renewal motions, and identify expansion opportunities that align to customer goals. They bring strong prospecting and sales acumen, applying value-selling principles to uncover whitespace, articulate business impact, and co-create customer success plans that align adoption and commercial outcomes. Senior CSAMs lead quarterly business reviews and engage regularly with key customer stakeholders to align on goals, progress, and value realization. They collaborate cross-functionally with Sales, Customer Support, Solution Consulting, Product, Professional Services, Pricing, Legal, and other internal teams to deliver a world-class customer experience. The ideal candidate thrives in a fast-paced, results-driven environment—demonstrating accountability, strategic thinking, and a passion for helping customers achieve success through intelligent agreement management. This position is an individual contributor role reporting to the Senior Manager, Customer Success Account Management." We can combine these two paragraphs into About the role. Responsibilities list: Let's extract each sentence after "Responsibility". The text after "Responsibility" appears as a long paragraph with sentences separated by no punctuation? Actually it's: "Drive renewal outcomes and adoption motions across a portfolio of large, high-growth enterprise accounts, ensuring customers realize ongoing value from Docusign solutionsIdentify and mitigate adoption and renewal risk early through proactive stakeholder engagement and executive alignmentDeliver on revenue, bookings, billings, and customer value targets while maintaining accurate territory forecastsLead win-win renewal negotiations that protect and enhance customer trustConduct regular business reviews with key collaborators and executives to align on goals, adoption progress, and measurable outcomesDevelop and execute adoption strategies that accelerate time to value and maximize customer ROIPartner closely with Account Executives on account planning, growth strategies, and multi-year or expansion opportunitiesServe as the primary point of contact for customer escalations, guiding resolution efforts and maintaining executive visibilityAct as a Docusign subject-matter expert—helping customers optimize existing use cases and explore new solution areasCollaborate cross-functionally with Sales, Customer Support, Solution Consulting, Technical Account Managers, Professional Services, Product, Pricing, Legal, and other internal teams to develop customer growth and risk-mitigation plansEvaluate account health across multiple dimensions—usage, adoption, relationship strength, and ROI—and develop strategies to proactively mitigate risk or prioritize growth, driving the most favorable outcomes for both the customer and DocusignDemonstrate strong sales acumen and prospecting ability to identify whitespace and growth opportunities within existing accountsEnsure CRM hygiene and data accuracy across opportunities, forecasts, and customer documentationTravel occasionally (~10%) to strengthen customer relationships and drive strategic alignment" We need to split into separate items. Each seems to start with a verb. We'll separate at each capital letter after a lowercase? Better to manually split based on the sentences. Let's list: 1. Drive renewal outcomes and adoption motions across a portfolio of large, high-growth enterprise accounts, ensuring customers realize ongoing value from Docusign solutions 2. Identify and mitigate adoption and renewal risk early through proactive stakeholder engagement and executive alignment 3. Deliver on revenue, bookings, billings, and customer value targets while maintaining accurate territory forecasts 4. Lead win-win renewal negotiations that protect and enhance customer trust 5. Conduct regular business reviews with key collaborators and executives to align on goals, adoption progress, and measurable outcomes 6. Develop and execute adoption strategies that accelerate time to value and maximize customer ROI 7. Partner closely with Account Executives on account planning, growth strategies, and multi-year or expansion opportunities 8. Serve as the primary point of contact for customer escalations, guiding resolution efforts and maintaining executive visibility 9. Act as a Docusign subject-matter expert—helping customers optimize existing use cases and explore new solution areas 10. Collaborate cross-functionally with Sales, Customer Support, Solution Consulting, Technical Account Managers, Professional Services, Product, Pricing, Legal, and other internal teams to develop customer growth and risk-mitigation plans 11. Evaluate account health across multiple dimensions—usage, adoption, relationship strength, and ROI—and develop strategies to proactively mitigate risk or prioritize growth, driving the most favorable outcomes for both the customer and Docusign 12. Demonstrate strong sales acumen and prospecting ability to identify whitespace and growth opportunities within existing accounts 13. Ensure CRM hygiene and data accuracy across opportunities, forecasts, and customer documentation 14. Travel occasionally (~10%) to strengthen customer relationships and drive strategic alignment Now Requirements (Basic): list after "What you bring Basic". The text: "Basic 5+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success, ideally within SaaS offeringsExperience with quota-carrying roles and proven history of meeting key performance indicatorsExperience with deal negotiation cycles with a successful track record, and experience navigating across internally and with the customer in a trusted advisor/consultative approachBA/BS degree or equivalent work experience" We need to split into items: - 5+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success, ideally within SaaS offerings - Experience with quota-carrying roles and proven history of meeting key performance indicators - Experience with deal negotiation cycles with a successful track record, and experience navigating across internally and with the customer in a trusted advisor/consultative approach - BA/BS degree or equivalent work experience Preferred: "Preferred Strong contract negotiation skills with experience driving contracts to completion on-timeExperience with supporting adoption across organizations, serving as a change agent for the customerAbility to demonstrate a strategic approach to enable persuasive value conversations with customers at an executive levelAbility to react and adapt to potential rapid shifts in prioritiesStrong level of urgency, organization and prioritization skillsSalesforce experienceExcellent written and verbal communication skillsAbility to convey value through interactions with customers" Split: - Strong contract negotiation skills with experience driving contracts to completion on-time - Experience with supporting adoption across organizations, serving as a change agent for the customer - Ability to demonstrate a strategic approach to enable persuasive value conversations with customers at an executive level - Ability to react and adapt to potential rapid shifts in priorities - Strong level of urgency, organization and prioritization skills - Salesforce experience - Excellent written and verbal communication skills - Ability to convey value through interactions with customers Benefits: after "Benefits Global benefits provide options for the following:" then list items each on new line? The text: "Paid Time Off: earned time off, as well as paid company holidays based on regionPaid Parental Leave: take up to six months off with your child after birth, adoption or foster care placementFull Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employmentRetirement Plans: