Strategic Customer Success Account Manager

Company Overview

What You'll Do

As a Strategic Customer Account Manager (CSAM), you’ll manage a portfolio of our most strategic customers to ensure they’re achieving maximum value from their investment in Docusign. You’ll play a key role in securing renewals, expanding adoption, and driving growth while serving as a trusted advisor across all phases of the customer lifecycle. You’ll partner closely with Account Executives and cross-functional teams to identify business opportunities, resolve escalations, and ensure long-term customer success. You thrive in a fast-paced environment, act with urgency, and bring a solutions-oriented mindset to every interaction.

This position is an individual contributor role reporting to the Manager, Customer Success Account Management.

• Drive strategic renewal and adoption outcomes for a portfolio of top-tier customers

• Deliver on revenue, bookings, billings and customer value targets

• Identify and mitigate risk early through proactive stakeholder engagement and executive alignment

• Lead win-win 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

Job Designation

What You Bring

• 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

• History of meeting/exceeding performance and quota targets

• Experience with enterprise deal cycles and working with executive stakeholders

• Experience with Salesforce

• Experience leading adoption strategies and influencing change across organizations

• Strategic mindset with the ability to articulate value to senior leaders

• High level of adaptability and urgency

• Strong communication, collaboration and relationship-building skills

• Ability to analyze customer data and translate into action

• ROI/value analysis experience

Wage Transparency

• 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).

• 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

Life At Docusign

Our global benefits