Senior Customer Success Account Manager

Docusign is a leading company in e-signature and contract lifecycle management, serving over 1.5 million customers globally. The Senior Customer Success Account Manager will manage a portfolio of customers, driving adoption and renewal efforts while acting as a trusted advisor to maximize customer success with Docusign's solutions.

Responsibilities:

• Engage customers to drive value realization and mitigate churn risk proactively
• Achieve revenue, bookings, and billings goals through effective renewal and expansion strategies
• Maintain accurate forecasting and communicate risk and mitigation plans internally
• Lead successful renewal negotiations that reinforce trust and long-term customer relationships
• Conduct business reviews that align customer objectives with Docusign solution value
• Own and execute adoption strategies by partnering with internal stakeholders across the business
• Serve as the customer’s primary point of contact for escalations and support coordination
• Collaborate across Sales, Customer Success, Pricing, Legal, Revenue Ops, and Product teams to drive customer outcomes
• Identify and support account growth opportunities as part of the broader account team
• Analyze customer usage, data, and health trends to prioritize and focus time effectively
• Ensure strong internal process execution across CRM hygiene, forecasting, and quoting

Requirements:

• BA/BS degree or equivalent work experience
• 5+ years of experience in Sales, Account Management, Renewal Management, or Customer Success in SaaS
• Experience negotiating with a track record of completing deals on time
• Experience in quota-carrying roles with consistent performance
• Proven ability to manage deal cycles and operate as a consultative, trusted advisor
• Experience leading adoption strategy and acting as a customer change agent
• Strategic thinking and the ability to drive executive-level value conversations
• Strong adaptability to changing priorities
• High sense of urgency and ability to stay organized and focused
• Background in Salesforce CRM
• Strong written and verbal communication skills
• Ability to clearly convey value and ROI in customer interactions