Hybrid Senior Manager, Customer Success & Growth

Docusign; Sydney; Hybrid; AUD 140,000 - 180,000; Full time

Job summary

DocuSign, Inc. in Sydney is seeking a Senior Manager of Customer Success Management to drive adoption and retention across a Swass portfolio. The role leads a high-impact customer lifecycle program, focusing on growth, churn reduction, and sustained value realization.

A strong, customer-first leader will align with cross-functional partners to optimize engagement and outcomes. The position is hybrid, with in-office and remote work, and requires 7+ years in customer success and 5+ years in

Qualifications

• 7+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success in SaaS.
• 5+ years leadership experience in customer success, account management, consultative sales and/or business consulting.
• BA/BS degree required.
• Experience leading and building teams that meet and exceed goals.
• Executive-level experience in B2B customer success roles negotiating with C-level executives.
• Experience leading adoption strategies across organizations as a change agent for the customer.
• Ability to attract and retain talent and deliver results.

Responsibilities

• Execute team vision and strategy to achieve retention, growth and satisfaction.
• Maintain rolling forecast of growth, retention and churn and report risks to leadership.
• Create scalable processes and playbooks to drive metrics.
• Champion cross-functional initiatives to maximize retention and customer growth outcomes.
• Partner with leaders across the Docusign ecosystem to drive unified initiatives.
• Serve as a customer escalation point, protecting trust and satisfaction.
• Set culture and expectations to drive customer value realization.
• Perform adhoc duties as directed by management.

Skills

Customer success leadership

SaaS experience

Executive communication

C-level negotiation

Education

BA/BS degree

Tools

CRM systems

Job description

DocuSign, Inc. in Sydney is seeking a Senior Manager of Customer Success Management to drive adoption and retention across a Swass portfolio. The role leads a high-impact customer lifecycle program, focusing on growth, churn reduction, and sustained value realization.

A strong, customer-first leader will align with cross-functional partners to optimize engagement and outcomes. The position is hybrid, with in-office and remote work, and requires 7+ years in customer success and 5+ years in