Senior Customer Success Account Manager

Docusign provides intelligent agreement management solutions that help organizations create, commit to, and manage agreements. The Senior Customer Success Account Manager owns a portfolio of enterprise customers, driving renewals, adoption, customer value, and expansion opportunities. The role leads customer engagement, negotiations, business reviews, risk mitigation, and cross-functional collaboration in a remote SaaS environment.

Responsibilities:

• Drive renewal outcomes and adoption motions across a portfolio of large, high-growth enterprise accounts, ensuring customers realize ongoing value from Docusign solutions
• Identify and mitigate adoption and renewal risk early through proactive stakeholder engagement and executive alignment
• Deliver on revenue, bookings, billings, and customer value targets while maintaining accurate territory forecasts
• Lead win-win renewal negotiations that protect and enhance customer trust
• Conduct regular business reviews with key collaborators and executives to align on goals, adoption progress, and measurable outcomes
• Develop and execute adoption strategies that accelerate time to value and maximize customer ROI
• Partner closely with Account Executives on account planning, growth strategies, and multi-year or expansion opportunities
• Serve as the primary point of contact for customer escalations, guiding resolution efforts and maintaining executive visibility
• Act as a Docusign subject-matter expert—helping customers optimize existing use cases and explore new solution areas
• Collaborate cross-functionally with Sales, Customer Support, Solution Consulting, Technical Account Managers, Professional Services, Product, Pricing, Legal, and other internal teams to develop customer growth and risk-mitigation plans
• Evaluate account health across multiple dimensions—usage, adoption, relationship strength, and ROI—and develop strategies to proactively mitigate risk or prioritize growth, driving the most favorable outcomes for both the customer and Docusign
• Demonstrate strong sales acumen and prospecting ability to identify whitespace and growth opportunities within existing accounts
• Ensure CRM hygiene and data accuracy across opportunities, forecasts, and customer documentation
• Travel occasionally (~10%) to strengthen customer relationships and drive strategic alignment

Requirements:

• 5+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success, ideally within SaaS offerings
• Experience with quota-carrying roles and proven history of meeting key performance indicators
• Experience with deal negotiation cycles with a successful track record, and experience navigating across internally and with the customer in a trusted advisor/consultative approach
• BA/BS degree or equivalent work experience
• Strong contract negotiation skills with experience driving contracts to completion on-time
• Experience with supporting adoption across organizations, serving as a change agent for the customer
• Ability to demonstrate a strategic approach to enable persuasive value conversations with customers at an executive level
• Ability to react and adapt to potential rapid shifts in priorities
• Strong level of urgency, organization and prioritization skills
• Salesforce experience
• Excellent written and verbal communication skills
• Ability to convey value through interactions with customers