Senior Manager, Customer Success Management

Docusign brings agreements to life and serves over 1.5 million customers worldwide. The Senior Manager, Customer Success Management will lead a team focused on the post-sale customer lifecycle, ensuring effective execution of strategies to drive product adoption and business value for enterprise customers.

Responsibilities:

• Drive the consistent execution of standardized adoption playbooks across the team to ensure a uniform customer experience
• Track within the CSM platform (e.g., Gainsight, Salesforce) and ensure the team accurately logs milestones to provide a clear, data-driven view of customer health and progress
• Translate high-level functional strategies into clear, scalable execution plans
• Identify key areas for innovation aligned with business goals, fostering accountability by setting and driving area goals for your team
• Manage and develop a large team of professional Customer Success Managers
• Mentor and develop talent, participating actively in hiring and team growth, while modeling empathy and coaching others to approach differences with awareness and respect
• Coach your team to implement targeted strategies and playbook-driven interventions that ensure widespread product usage
• Use activity-based insights to influence prioritization and design decisions, identifying systemic issues that degrade customer experience
• Foster a team environment where courageous, respectful debate is normalized to resolve friction points
• Drive alignment on vision and outcomes for complex initiatives, proactively resolving conflicts with partners in Sales and Professional Services
• Drive solutions and continuous improvement through structured, data-driven approaches that enhance workflows and reduce inefficiencies
• Maintain high-level accountability for the consumption and usage metrics tied to revenue commitments
• Serve as a trusted advisor and escalation point, collaborating cross-functionally to solve complex challenges
• Guide your team in securing executive alignment, ensuring they act as strategic advisors who bring industry best practices to customer relationships
• Act as a tireless internal advocate for the customer, ensuring team-led solutions address both stated and unstated customer problems
• Lead without authority, navigating across silos to drive alignment among diverse stakeholders
• Establish and enforce standard practices for scope and decision ownership
• Evaluate, responsibly adopt, and help scale technical tools (including AI solutions) to boost team efficiency and impact
• Lead with transparency - especially when communicating difficult messages - to foster trust and psychological safety
• Oversee regional workstreams with considerable independence, balancing short-term tactical needs with long-term strategic objectives
• Lead the team through organizational change and market shifts, inspiring them to embrace uncertainty and new opportunities
• Model resilience, framing setbacks as learning moments to maintain team engagement and momentum

Requirements:

• BA/BS degree or equivalent work experience
• 8+ years of experience within Sales, Account Management, or Customer Success - ideally within SaaS offerings
• 3+ years of leadership experience, specifically managing large teams of professional individual contributors (7 or more ICs)
• Proven track record of leading teams delivering complex, high-impact projects with broad organizational influence
• Experience in driving adoption, organizational change management, and measuring ROI for complex enterprise accounts
• Experience leading an adoption strategy across organizations, serving as a change agent for the customer
• Demonstrated ability to translate functional OKRs into scalable roadmaps and execution plans
• Experience with AI/machine learning technologies and implementing best practices to embed continuous learning
• Proven ability to resolve situations that are broadly defined, complex, and occasionally unprecedented
• Strong commercial acumen and the ability to coach teams on identifying strategic expansion opportunities
• Fluency in key customer-facing analytics (Salesforce, Gainsight) and business intelligence tools
• Excellent communication skills with the ability to normalize debate and guide others on giving and receiving feedback effectively