Customer Success Account Manager

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).

As a Customer Success Account Manager, you will manage a portfolio of accounts and lead both adoption and renewal activities to ensure long‑term success. You'll work collaboratively with internal teams to understand customer needs, identify growth opportunities, and proactively manage risk. You'll be accountable for securing renewals, supporting adoption strategies, and serving as a point of escalation when necessary. This role is ideal for someone who thrives in a customer‑facing environment and enjoys working across multiple stakeholders to drive outcomes.

This position is an individual contributor role reporting to the Senior Manager, Customer Success Account Management.

• Drive engagement across your book of business to support adoption and value realization

• Achieve revenue, bookings, and renewal goals across your assigned accounts

• Maintain accurate forecasts and communicate risks internally to develop resolution plans

• Lead win/win renewal discussions that protect customer trust and satisfaction

• Conduct business reviews with key customers to align on objectives and demonstrate product value

• Serve as a primary point of contact for customer escalations and coordination

• Partner with internal teams including Sales, Legal, Product, Pricing, and Customer Success to drive customer outcomes

• Analyze customer usage and health signals to prioritize proactive engagement

• Ensure CRM accuracy and follow internal best practices related to forecasting, quoting, and data quality

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.

• BS/BA degree or equivalent work experience

• 2+ years of experience in Sales, Account Management, Renewal Management, or Customer Success in SaaS

• Experience in quota‑carrying roles with a strong performance track record

• Experience navigating customer relationships and deal cycles in a consultative manner

• 3+ years of experience in Sales, Account Management, Renewal Management, or Customer Success in SaaS

• Contract negotiation skills with on‑time completion of renewal cycles

• Experience supporting adoption efforts and acting as a change agent for customers

• Ability to respond to shifting priorities and adapt quickly

• Strong organizational skills with a sense of urgency

• Salesforce CRM experience

• Strong written and verbal communication skills

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: $33.37/hour - $51.92/hour base salary

Illinois, Colorado, Massachusetts and Minnesota: $32.26/hour - $44.34/hour base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $32.26/hour - $45.88/hour base salary

Washington DC: $33.37/hour - $45.88/hour base salary

Ohio: $30.63/hour - $42.09/hour base salary

This role is also eligible for the following:

• Bonus:
  Sales personnel are eligible for variable incentive pay dependent on…