Senior Manager, Customer Success & Adoption - SaaS

UNAVAILABLE; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Job summary

DocuSign seeks a Senior Manager, Customer Success Management to lead adoption, retention and growth across a defined set of customers in the APJ region. You will shape strategy, build scalable playbooks, and manage a high-performing team.

Reporting to the Senior Director, Enterprise Customer Success APJ, you will align cross-functional partners, drive churn reduction, and ensure customer value realization through proactive engagement and outcomes.

Qualifications

• 7+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success - ideally within SaaS offerings.
• 5+ years leadership experience in customer success, account management, consultative sales and/or business consulting
• Executive-level experience in B2B customer success roles
• Experience negotiating with C-level executives
• Experience leading an adoption strategy across organizations, serving as a change agent for the customer

Responsibilities

• Execute their team’s vision & strategy and manage the overall performance of people and process to achieve the highest levels of retention, growth and satisfaction for the customer base
• Maintain/update a rolling growth, retention & churn forecast of their team’s territory accurately and communicate any risk to executive leadership
• Execute scalable processes and playbooks that drive the team’s metrics forward
• Champion cross-functional initiatives to maximize gross retention & customer growth outcomes
• Partner closely with leaders from across the Docusign ecosystem, driving unified initiatives forward
• Serve as a customer escalation point for their team in driving satisfaction & negotiations, while protecting and enhancing customer trust
• Set the culture, pace and expectations for their individual teams, with a clear focus on driving customer value realisation and satisfaction
• Perform adhoc duties as directed by Management

Skills

Leadership experience

Customer success leadership

C-level negotiation

Change management

SaaS experience

Adoption strategy

Education

BA/BS degree

Job description

DocuSign seeks a Senior Manager, Customer Success Management to lead adoption, retention and growth across a defined set of customers in the APJ region. You will shape strategy, build scalable playbooks, and manage a high-performing team.

Reporting to the Senior Director, Enterprise Customer Success APJ, you will align cross-functional partners, drive churn reduction, and ensure customer value realization through proactive engagement and outcomes.