Senior Director, Customer Success Account Management

Docusign is a leader in e-signature and contract lifecycle management solutions, serving over 1.5 million customers globally. The Senior Director of Customer Success Account Management will oversee the post-sale customer lifecycle, focusing on retention and growth, while leading strategic initiatives to enhance customer satisfaction and engagement.

Responsibilities:

• Architect and lead the 3+ year strategy for the North America CBU Customer Success Account Management, focusing on the evolution of people and processes to drive long-term adoption, retention, growth, and customer satisfaction
• Direct the financial and strategic performance of the organization, taking accountability for revenue targets and bookings while optimizing resource plans for a multi-layered leadership team
• Own the executive forecasting process, providing leadership with a rigorous, rolling view of retention and churn risks, and translating data into actionable business intelligence for the C-suite
• Drive a comprehensive adoption and health strategy across the customer base, serving as a change agent to ensure customers realize the full value of the Intelligent Agreement Management (IAM) platform and other Docusign products
• Conceive and scale next-generation operational playbooks, integrating AI and forward-thinking methodologies to evolve the function’s capabilities and performance standards
• Steer multidisciplinary, cross-functional initiatives by partnering with leaders across Product, Sales, and Finance to ensure unified alignment on customer health and gross retention outcomes
• Serve as the primary executive escalation point for the CBU customers, navigating complex, high-value customer negotiations and representing the function in external industry forums
• Build a robust leadership bench and diverse talent pipeline, taking a lead role in setting the professional development strategy for the organization and mentoring the next generation of leaders

Requirements:

• 15+ years of experience within Sales, Renewal Management, Account Management, and/or Customer Success, ideally within SaaS offerings
• 10+ years of leadership experience in customer success, account management, renewal management, consultative sales, and/or business consulting
• Experience leading leaders and building teams that consistently meet and exceed established goals
• Comfort driving, owning, and growing the financial outcomes of a $100M+ book of business
• Experience setting annual and multi-year functional strategies with a track record of success in leading large-scale, strategic initiatives
• Experience in B2B customer success roles demonstrating executive presence and negotiating with C-level executives
• BA/BS degree
• Demonstrated ability to influence and steer high-level stakeholders across disparate departments (Product, Finance, Sales) to reach consensus on complex deliverables
• Deep subject matter expertise in Intelligent Agreement Management (IAM), including ECM, CLM, and BPM ecosystems
• Track record of effective innovation, including leading the implementation of AI/machine learning technologies to evolve customer engagement
• Highly adept at Leading Change methodology; able to successfully steer organizations through large-scale business transformations
• Advanced background using data and analytics (Salesforce, Gainsight) to identify capability development strategies that align with long-term business objectives
• Proven success in building a strong bench of diverse top talent and setting the learning and development strategy for a broad function