Strategic Customer Success Account Manager
Docusign
full-time
Posted on:
Location Type: Remote
Location: Brazil
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About the role
- Champion a data-driven culture that enables transparency, prioritization, and early risk identification
- Lead, coach, and develop a high-performing Enterprise Customer Success team, fostering accountability, clarity, and collaboration
- Establish operational frameworks and success metrics to drive governance and consistency across accounts
- Build scalable engagement models that ensure predictability and alignment between customer outcomes and company goals
- Own Enterprise retention, GRR, and NRR targets for Brazil, ensuring performance through disciplined execution and proactive risk management
- Partner with Sales, RevOps, Partners and Product teams to identify growth opportunities and improve customer lifecycle efficiency
- Support strategic negotiations and customer escalations, balancing customer trust with business results
- Ensure forecast accuracy, CRM hygiene, and portfolio visibility across the team. Leverage Gainsight, Gong, and Salesforce for customer insights, performance tracking, and decision-making
- Define and monitor key health indicators to predict outcomes and guide strategic actions
- Drive continuous improvement through process optimization, feedback loops, and cross-functional collaboration
- Act as the operational connector between Enterprise teams in Brazil and regional/global leadership
- Translate global strategies into local execution plans, ensuring scalability and consistency
- Represent Customer Success in strategic planning forums, advocating for customer needs and regional insights
- Meet customers in person weekly (70%) and virtually (30%) following an organized customer engagement agenda
Requirements
- 8+ years of experience in Customer Success, Enterprise Account Management, or Renewal Management in SaaS environments
- Experience achieving renewal and expansion goals across strategic enterprise accounts
- Experience with negotiation, executive communication, and stakeholder management
- Experience with SaaS metrics (NRR, GRR, usage, adoption) and forecasting rigor
- Fluent in English and Spanish
- Preferred Experience using Gainsight and Gong or equivalent customer analytics and engagement platforms
- Strategic thinker capable of connecting customer insights to scalable business outcomes
- Demonstrated ability to lead governance routines across multiple internal stakeholders
- Passion for operational excellence and process improvement in Customer Success
- High sense of ownership, adaptability, and customer empathy.
Benefits
- Paid Time Off: earned time off, as well as paid company holidays based on region
- Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
- Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
- Retirement Plans: select retirement and pension programs with potential for employer contributions
- Learning and Development: options for coaching, online courses and education reimbursements
- Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessEnterprise Account ManagementRenewal ManagementSaaS metricsForecastingNegotiationStakeholder managementProcess improvementOperational excellenceStrategic planning
Soft skills
LeadershipCoachingAccountabilityCollaborationCommunicationAdaptabilityCustomer empathyStrategic thinkingTransparencyClarity