Sr. Manager, Customer Success Account Management

Docusign brings agreements to life. More than 1.8 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 the Docusign AI-native IAM platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

Docusign brings agreements to life. More than 1.8 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 the Docusign AI-native IAM platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

The Sr. Manager, Customer Success Account Management is a role responsible for managing key aspects of the post-sale customer lifecycle, focused on adoption, retention and growth. This leader will lead a team of individual Customer Success Account Managers, and be responsible for growth, development and enablement. They will be a customer‑first leader, dedicated to continuing to improve the customer experience through their intentional playbooks and processes.

Additionally, this individual will excel and champion cross‑functional initiatives to improve retention, building strong alignment with key business partners. This manager will build, develop and support a collaborative and results driven team culture and environment allowing their team members to thrive.

• Lead a team of individual Customer Success Account Managers, and be responsible for their professional growth and development
• Hire and develop Customer Success Account Managers to meet retention and growth targets
• Achieve financial and strategic revenue bookings and billings objectives for their assigned quotas and targets
• Maintain and update a rolling retention and churn forecast of their team’s territory accurately and communicate any risk to executive leadership
• Implement scalable processes and playbooks that drive the team’s metrics forward
• Champion cross‑functional initiatives to improve gross retention and upsell outcomes
• Partner closely with leaders from across the Docusign ecosystem, driving unified initiatives forward
• Serve as a customer escalation point for their team in driving satisfaction and negotiations, while protecting and enhancing customer trust
• Set the culture, pace and expectations for their individual teams

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.

• 8+ years of experience in Renewal Management and/or Customer Success, consultative sales or business consulting, preferably within a SaaS model
• 8+ years of experience in sales…