Lead Customer Success Account Manager
Docusign
Strategic Account Manager – Customer Success
Docusign
full-time
Posted on:
Origin: • 🇺🇸 United States • California, Colorado, District of Columbia, Illinois
Visit company websiteSalary
💰 $100,900 - $151,525 per year
Job Level
SeniorLead
About the role
- Manage a portfolio of strategic customers to ensure they achieve maximum value from their investment in DocuSign
- Secure renewals, expand adoption, and drive growth while serving as a trusted advisor across all phases of the customer lifecycle
- Partner with Account Executives and cross-functional teams to identify business opportunities, resolve escalations, and ensure long-term customer success
- Deliver on revenue, bookings, billings and customer value targets
- Identify and mitigate risk early through proactive stakeholder engagement and executive alignment
- Lead 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
- Basic 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
- Experience with Salesforce (Preferred)
- History of meeting/exceeding performance and quota targets
- Familiarity with enterprise deal cycles and working with executive stakeholders
- Experience leading adoption strategies and influencing change across organizations
- Strategic mindset with the ability to articulate value to senior leaders
- Strong communication, collaboration and relationship-building skills
- Ability to analyze customer data and translate into action
- ROI/value analysis experience
