Strategic Customer Success Account Manager

Docusign

Strategic Customer Success Account Manager for Docusign managing account growth and customer relationship. Focused on consultancy and driving value for clients within their assigned territory.

Posted 6/26/2026full-timeRemote • District of Columbia • 🇺🇸 United StatesSeniorLead💰 $111,000 - $158,400 per yearWebsite

Tech Stack

Tools & technologies

React

About the role

Key responsibilities & impact

Prevent risk and drive growth in our top customers through early engagement, driving value, engaging with key collaborators and mapping our customers to our executives as measured by renewal outcomes
Achieve financial and strategic revenue, bookings and billings targets
Maintain and update a rolling forecast of your territory and communicate any renewal risk to internal resources in order to develop resolution strategies, up to and including Executive Engagement
Own and implement win/win negotiation strategies for Docusign's strategic renewals while protecting and enhancing customer trust
Conduct regular business reviews with our customers to ensure that they are adopted and deriving value from our product, and we are aligned with our customers primary objectives
Be accountable for the full adoption strategy, using key partners across the Docusign ecosystem to deliver comprehensive paths for success
Serve as the primary point of contact and facilitation on behalf of our customers for any escalation concerns
Collaborate with internal resources such as, but not limited to, Sales, Customer Success, Pricing, Legal, Revenue Operations and Product Management to develop growth and risk mitigation strategies for key accounts
Discuss and advise on core functionality and features beyond the fundamentals, and be able to effectively communicate the art of what is possible
Act as a Docusign expert for our customers, identifying process gaps and coordinating with Docusign resources to ensure successful adoption and deployment
Improve account growth by taking a major role within the account team, helping to identify incremental growth opportunities within the account, and involving the appropriate internal resources where applicable
Evaluate your portfolio and effectively analyze usage, health, data, and behavioral patterns to prioritize time to render the most favorable outcomes for the customer and Docusign
Travel occasionally to build customer relationships and improve overall partnership, up to 10%
Follow and adhere to best practices for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting

Requirements

What you’ll need

8+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success
Experience with quota-carrying roles and proven history of meeting key performance indicators
Experience with deal negotiation cycles with a successful track record, experience navigating across internally and with the customer in a trusted advisor/consultative approach and establishing credibility quickly with senior level executives across the organizations
BA/BS degree or equivalent work experience
Strong contract negotiation skills with experience driving high value contracts to completion on-time
Experience with leading an adoption strategy 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 interact with and influence all levels from individual contributors to executives
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 conduct value analysis around ROI

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SalesRenewal ManagementAccount ManagementCustomer SuccessContract NegotiationAdoption StrategyValue AnalysisQuota ManagementPerformance IndicatorsNegotiation Strategies

Soft Skills

CommunicationInfluencingOrganizationPrioritizationStrategic ThinkingAdaptabilityRelationship BuildingConsultative ApproachCredibility EstablishmentUrgency

Certifications

BA/BS Degree