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Sr. Director, Support - Strategic Accounts

Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What You'll Do

As the Senior Director of Support for Strategic Accounts, you will serve as the executive leader responsible for the support delivery experience of Docusign's high-value, complex global enterprise customers. You will define and execute the strategic vision for specialized, high-touch support services, ensuring major enterprise partners achieve maximum value from the Intelligent Agreement Management platform. By leading a global, multi-functional organization of managers and technical experts, you will drive proactive engagement frameworks, rapid incident resolution architectures, and long-term partnership health.

This position is a people manager role reporting to the Group Vice President, Global Customer Support.

Responsibility

Lead our large global tier 3 technical support operational delivery team that solves complex technical support cases across our largest accounts
Lead adjacent enterprise support functions such as Support Account Managers
Translate enterprise-level business objectives into actionable support roadmaps for the Strategic Accounts vertical to optimize global retention and loyalty
Build deep strategic partnerships with executive leaders across Sales, Product, Engineering and Customer Success to align technical support services with long-term corporate growth targets
Improve product quality, scale, supportability and reliability for our largest strategic customers through deep partnership and tight SLAs with engineering and SRE leadership
Sponsor the development of AI-driven support models and autonomous diagnostic agents tailored for enterprise-scale customer architectures
Serve as the final authority and executive point of contact for critical business escalations to ensure rapid restoration of client trust
Govern global organizational design, headcount planning, and multi-year resource allocations across internal and partner ecosystems
Foster an inclusive, high-performing organizational culture centered on transparency, accountability, and customer-first execution standards
Anticipate industry disruptions driven by AI, leveraging technology trends to enhance functional strategy and long-term operational excellence

Job Designation

Remote:

Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What You Bring

Basic

Bachelor's degree or equivalent experience in Computer Science, Engineering, or a related field
15+ years of experience in technical support, customer success, or professional services environments
8+ years of leadership experience managing multi-tiered global operations or people managers
Experience leading global teams supporting enterprise software deployments with broad integration, business workflows, and scale within the Fortune 500
Experience navigating operational ambiguity and leading organizational change initiatives during periods of rapid scale and/or transformation

Preferred

Master's degree or MBA in a relevant functional field
Prior experience being DRI for large global system/services transformation to improve customer experience, agent effectiveness, and business outcomes
Proven history of presenting functional performance metrics to executive and board stakeholders
Strategic knowledge of how Generative AI architectures and automation can be integrated into functional capacity planning
Knowledge of SaaS deployments within e-signature or contract lifecycle management (CLM) industries

Wage Transparency

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $212,100.00 - $342,650.00 base salary

Illinois, Colorado, Massachusetts and Minnesota: $202,100.00 - $285,500.00 base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $202,100.00 - $299,625.00 base salary

Washington DC: $212,100.00 - $299,625.00 base salary

Ohio: $182,200.00 - $257,350.00 base salary

This role is also eligible for the following:

Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits

provide options for the following:

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

Work Authorization Notice:

Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

Life At Docusign

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

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