Manager, Dynamic CSM

Company Overview

What You'll Do

Dynamic CSM team members are an extension of the Customer Success Manager (CSM) team who oversee a portfolio of accounts and ensure an amazing customer experience, as measured by NPS, net revenue retention, referrals, and product usage indicators. The Dynamic CSM will perform hands-on tactical account management activities. They will collaborate with other team members to coordinate successful customer engagement, product enablement, and demonstrate value across the entire customer journey.

This position is a people manager role reporting to the Senior Director, Customer Success Management, Digital/Dynamic.

• Lead and develop a team of Dynamic CSMs responsible for driving adoption, retention, expansion, and NPS across a portfolio of mid‑ to high‑value Docusign customers

• Set clear performance expectations, KPIs, and success metrics for the team (e.g., gross/Net Revenue Retention, product adoption, NPS, health scores), and manage to those outcomes through regular coaching and reviews

• Build and refine segment strategy for Dynamic customers, including coverage model, engagement model (1:1, 1:few, 1:many), and handoffs between Digital, Dynamic, and Designated CSMs

• Oversee the execution of customer success plans and ensure consistent, outcome‑driven engagement with key customer stakeholders and executives

• Use portfolio analytics (usage, health, risk, expansion signals) to guide team priorities, forecast retention and expansion, and proactively address segment‑level risks

• Partner closely with Sales, Expansion, Marketing, Support, and Product leadership to align on territory planning, account strategy, and coordinated customer engagement motions

• Own the operational rhythm for the Dynamic segment, including QBRs with leadership, pipeline and risk reviews, forecast calls, and program performance reporting

• Design, implement, and iterate on playbooks, processes, and tooling for Dynamic CSMs, ensuring scalable, repeatable motions that can be shared with Digital and Designated teams where appropriate

• Act as an escalation point for complex customer issues and strategic accounts, coordinating cross‑functional resources and ensuring timely, clear communication internally and externally

• Champion the voice of Dynamic customers in internal forums—informing Docusign’s product roadmap, packaging, pricing, and go‑to‑market strategies with structured feedback and insights

• Hire, onboard, and continuously develop Dynamic CSM talent, fostering a culture of customer‑centricity, accountability, and data‑driven decision‑making

• Lead or sponsor cross‑functional initiatives (e.g., migrations, launches, segment experiments) that materially impact adoption, retention, and expansion across the Dynamic segment

Job Designation

What You Bring

• 5+ years of Customer Success, Account Management, or related SaaS experience, including direct ownership of renewals, adoption, and expansion

• 2+ years of people management experience leading CSMs or similar customer‑facing teams in a B2B SaaS environment

• Experience managing a portfolio of customers across different segments (digital/scaled, mid‑market, enterprise) and achieving strong NRR/GRR and NPS

• Experience working cross‑functionally with Sales, Marketing, Product, Support, and Operations to drive customer outcomes

• Experience with contract renewals, forecasting, and risk management for a recurring revenue business

• Experience with eSignature, CLM, workflow automation, or adjacent SaaS platforms

• Experience building and maintaining executive‑level and multi‑threaded customer relationships

• Experience developing and executing customer success plans tied to clear business outcomes

• Experience leading strategic conversations on value, ROI, and business impact, not just product features

• Experience setting team goals/KPIs and managing performance against targets

• Experience creating structure and process—playbooks, operating rhythms, and scalable motions—for a growing team/segment

• 8+ years of Customer Success, Account Management, or related SaaS experience, including direct ownership of renewals, adoption, and expansion

• 4+ years of people management experience leading CSMs or similar customer‑facing teams in a B2B SaaS environment

• Strong negotiation, influence, and conflict‑resolution skills in renewal or escalation situations

• Proven ability to hire, develop, coach, and retain high‑performing CSM talent

• Ability to lead through ambiguity and drive change management across teams

• Ability to understand and explain complex product capabilities, integrations, and workflows to both technical and non‑technical audiences

• Experience partnering with Product and Engineering, providing structured feedback that influences roadmap and prioritization

• Data‑driven decision maker; comfortable using customer health scores, usage data, and pipeline/risk views to prioritize actions

• Experience with CS platforms and CRM tools (e.g., Gainsight, Totango, Salesforce, Zendesk, or equivalents)

• Strong organizational and time‑management skills; able to balance strategic planning with hands‑on execution

• Excellent written and verbal communication skills, including experience presenting to customers and internal leadership

• Strong collaboration skills with a track record of driving results in cross‑functional initiatives

Life At Docusign

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