Docusign

Lead Customer Success Account Manager

Docusign

full-time

Posted on:

Origin:  • 🇺🇸 United States • Illinois

Visit company website
✨ AI Apply
Manual Apply

Salary

💰 $122,500 - $187,400 per year

Job Level

Senior

About the role

  • Prevent risk and drive growth through early stakeholder engagement and value alignment
  • Achieve revenue, bookings, and billings goals across your strategic customer portfolio
  • Maintain accurate, rolling forecasts and communicate risk or escalation needs internally
  • Lead and execute win/win renewal negotiations while preserving and strengthening customer trust
  • Conduct regular business reviews to align on outcomes and ensure customers derive value from their investment
  • Drive full adoption strategy across multiple products, aligning with DocuSign stakeholders to deliver customer success
  • Act as the primary escalation point and coordinate cross-functional support to resolve issues
  • Partner with Sales, Legal, Product, Revenue Operations, Pricing, and Customer Success teams to execute growth and retention plans
  • Serve as a subject matter expert on DocuSign capabilities, advising customers beyond core functionality to unlock value
  • Identify incremental growth opportunities and support account planning in collaboration with Account Executives
  • Analyze usage, health, and engagement patterns to prioritize account activities and maximize impact
  • Ensure CRM accuracy and internal process compliance, including forecasting, opportunity management, and data quality
  • Travel up to 20% to build executive relationships and deepen customer partnerships

Requirements

  • Basic BA/BS degree or equivalent work experience
  • 12+ years in Sales, Account Management, Customer Success, or Renewal Management in SaaS
  • Experience closing complex, high-value, multi-year contracts
  • Record of meeting or exceeding quota and performance metrics
  • Proven success leading adoption strategies across enterprise-scale customers
  • Experience navigating large organizations and managing executive-level relationships
  • Strategic mindset with the ability to lead value-based, executive-level conversations
  • Skilled at navigating and influencing stakeholders across all levels
  • High adaptability to shifting priorities in fast-paced environments
  • Strong organizational skills with a high sense of urgency
  • Background in project management, business process redesign, or change management
  • Salesforce experience
  • Excellent communication skills
  • Ability to perform ROI/value analysis for customer outcomes
  • Subject matter expertise in a specific industry, including understanding of regulatory or compliance factors