As a Strategic Customer Success Account Manager (CSAM), you’ll manage a portfolio of our most strategic customers to ensure they’re achieving maximum value from their investment in Docusign. You’ll play a key role in securing renewals, expanding adoption, and driving growth while serving as a trusted advisor across all phases of the customer lifecycle. You’ll partner closely with Account Executives and cross-functional teams to identify business opportunities, resolve escalations, and ensure long-term customer success. You thrive in a fast-paced environment, act with urgency, and bring a solutions-oriented mindset to every interaction.
This position is an individual contributor role reporting to the Senior Manager, Customer Success Account Management.
Responsibility
- Drive strategic renewal and adoption outcomes for a portfolio of top-tier customers
- Deliver on revenue, bookings, billings and customer value targets
- Identify and mitigate risk early through proactive stakeholder engagement and executive alignment
- Lead win-win renewal negotiations that maintain and grow customer trust
- Conduct regular business reviews to align on goals and highlight value from Docusign solutions
- Own and execute full adoption strategies across customers, leveraging internal cross-functional teams
- Serve as escalation point of contact and guide resolution efforts for any customer concerns
- Partner with Sales, Product, Pricing, Legal, and other teams to develop risk mitigation and growth strategies
- Act as a Docusign subject matter expert to support customer goals and elevate their success
- Evaluate customer usage and behavioral data to prioritize engagement and investment
- Support account planning and surface new growth opportunities with Account Executives
- Travel occasionally (~10%) to deepen customer relationships
- Ensure CRM hygiene and accuracy of forecasts, opportunities, and internal documentation
Job Designation
Remote: Employee is not required to be in or near an office frequentlyand works from a designated remote work location for the majority of thetime.
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
- BA/BS degree or equivalent work experience
- 8+ years in Sales, Renewal Management, Account Management or Customer Success within SaaS
- Experience negotiating complex, high-value contracts
- Experience with Salesforce
Preferred
- Experience leading adoption strategies and influencing change across organizations
- History of meeting/exceeding performance and quota targets
- Familiarity with enterprise deal cycles and working with executive stakeholders
- Strategic mindset with the ability to articulate value to senior leaders
- High level of adaptability and urgency
- Strong communication, collaboration and relationship-building skills
- Ability to analyze customer data and translate into action
- ROI/value analysis experience
Wage Transparency
Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.
Based on applicable legislation, the below details pay ranges in the following locations:
California: $106,200.00 – $151,525.00 base salary
Illinois and Colorado: $100,900.00 – $146,350.00 base salary
Washington, New Jersey and New York (including NYC metro area): $100,900.00 – $146,025.00 base salary
Washington DC: $106,200.00 – $146,025.00 base salary
This role is also eligible for the following:
- Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
- Stock: This role is eligible to receive Restricted Stock Units (RSUs).
Global benefits provide options for the following:
- Paid Time Off: earned time off, as well as paid company holidays based on region
- Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
- Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
- Retirement Plans: select retirement and pension programs with potential for 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 and other life-changing events