Senior Customer Success Account Manager

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 trapped inside documents, connecting it to business systems of record to save time, money, and opportunity.

About the role

The Docusign Customer Success Account Manager (CSAM) owns a portfolio of accounts and renewals in an assigned territory. As a customer adoption advisor, the Senior CSAM drives return on investment for Docusign customers and unlocks further digitalization. This role develops and executes customer success and value strategies, identifies growth opportunities, negotiates renewal terms, and provides insights to improve outcomes. The Senior CSAM collaborates with the Sales Team (Account Executives) and is an individual contributor reporting to the Senior Manager, Customer Success Account Management.

This is a remote position; the 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.

Responsibilities

• Prevent risk and drive growth in customer accounts through early engagement, value delivery, and collaboration with key stakeholders, as measured by renewal outcomes.
• Achieve financial and strategic revenue, bookings, and billings targets.
• Maintain and update a rolling forecast of your territory; communicate renewal risks to internal teams to develop resolution strategies.
• Own and implement win-win negotiation strategies for strategic renewals while protecting and enhancing customer trust.
• Conduct regular business reviews with customers to ensure adoption and value realization, aligning with their primary objectives.
• Account for the full adoption strategy, leveraging partners across the Docusign ecosystem to deliver comprehensive success paths.
• Serve as the primary point of contact for customer escalations and facilitate resolutions.
• Collaborate with internal teams (Sales, Customer Success, Pricing, Legal, Revenue Operations, Product Management) to develop growth and risk mitigation strategies for key accounts.
• Identify incremental growth opportunities within accounts and involve appropriate internal resources.
• Analyze usage, health, data, and behavioral patterns in your portfolio to prioritize efforts for optimal outcomes.
• Adhere to best practices for opportunity management, data quality, CRM hygiene, quotes, and forecasting.

Requirements

• 5+ years of experience in Sales, Renewal Management, Account Management, and/or Customer Success, ideally within SaaS.
• Experience in quota-carrying roles with a proven history of meeting key performance indicators.
• Experience with deal negotiation cycles and a consultative, trusted advisor approach.
• BA/BS degree or equivalent work experience.

Preferred Qualifications

• Strong contract negotiation skills with a track record of driving contracts to timely completion.
• Experience supporting adoption across organizations and serving as a change agent for customers.
• Ability to demonstrate a strategic approach to persuasive value conversations with executive-level customers.
• Ability to react and adapt to rapid shifts in priorities.
• Strong organizational, prioritization, and urgency skills.
• Salesforce experience.
• Excellent written and verbal communication skills, with the ability to convey value in customer interactions.

Pay

Pay for this position varies by geographic location and is based on job-related knowledge, skills, and experience. The following ranges apply:

• California: $44.50/hour – $65.63/hour base salary
• Illinois, Colorado, Massachusetts, Minnesota: $42.90/hour – $59.03/hour base salary
• Washington, Maryland, New Jersey, New York (including NYC metro area): $42.90/hour – $61.15/hour base salary
• Washington DC: $44.50/hour – $61.15/hour base salary
• Ohio: $40.10/hour – $55.10/hour base salary

This role is also eligible for the following bonuses:

• Sales personnel: Variable incentive pay based on achievement of pre-established sales goals.
• Non-Sales roles: Company bonus plan calculated as a percentage of eligible wages, dependent on company performance.

Benefits

• Paid time off, including earned time off and paid company holidays based on region.
• Paid parental leave: Up to six months off with your child after birth, adoption, or foster care placement.
• Full health benefits plans: Options for 100% employer-paid or minimum employee-contribution plans from day one.
• Retirement plans: Select retirement and pension programs with potential 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 or other life-changing events.