Strategic Customer Success Account Manager

DocuSign is a leading company that provides solutions for agreement management, serving over 1.5 million customers globally. The Strategic Customer Success Account Manager will manage a portfolio of strategic customers, ensuring they achieve maximum value from their investment, while driving renewals and adoption through effective stakeholder engagement and collaboration with cross-functional teams.

Responsibilities:

• 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

Requirements:

• 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
• History of meeting/exceeding performance and quota targets
• Experience with enterprise deal cycles and working with executive stakeholders
• Experience with Salesforce
• Experience leading adoption strategies and influencing change across organizations
• 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