Remote Senior Customer Success & Renewal Lead

UNAVAILABLE; Singapore; Remote; SGD 90,000 - 120,000; Full time

Job summary

DocuSign is seeking a Senior Customer Success Account Manager (CSAM) to own a portfolio of commercial customers across Asia, driving adoption, value realization, and renewal execution. As a trusted advisor, you will identify risks, lead renewal negotiations, and uncover opportunities for expansion, reporting to the Director, Asia Commercial CSAM.

You will collaborate with Sales, Pricing, Legal, and Product teams to deliver measurable outcomes and maintain strong CRM hygiene while guiding teams

Qualifications

• 5+ years in Customer Success, Account Management, Renewal Management, Sales, or related SaaS roles.
• Experience managing portfolio of commercial or enterprise customers with renewal outcomes.
• Experience managing renewal or commercial negotiation cycles from planning to completion.
• Experience in quota-carrying or target-driven environments with KPI track record.
• Experience with consultative and value-selling, linking priorities to outcomes.
• Experience analyzing usage, health, financial, and relationship signals and acting on them.
• Experience working independently while coordinating cross-functional teams.
• Bachelor's degree or equivalent practical experience.

Responsibilities

• Own a portfolio of customer accounts, including renewal planning, customer engagement, adoption, risk management, forecasting, and growth opportunities.
• Build trusted relationships with key customer stakeholders and understand their business priorities, agreement processes, desired outcomes, and measures of success.
• Develop and execute account-specific customer success and value plans that improve adoption, strengthen relationships, and support successful renewals.
• Engage customers early in the renewal cycle, maintain an accurate rolling forecast, and communicate risks with clear mitigation plans and next steps.
• Lead win-win renewal and contract discussions, balancing customer value, commercial outcomes, and long-term relationship health.
• Conduct regular business reviews and value conversations that connect Docusign capabilities to the customer's strategic priorities and measurable outcomes.
• Use account health, product usage, customer feedback, commercial data, and behavioral trends to prioritize activity and focus time where it will have the greatest impact.
• Act as the primary customer-success point of coordination for escalations, bringing together the right internal teams and maintaining clear ownership through resolution.
• Partner closely with Account Executives and other account-team members to identify, qualify, and progress adoption, cross-sell, and expansion opportunities.
• Collaborate with Sales, Customer Success, Pricing, Legal, Revenue Operations, Product Management, Support, and other teams to deliver customer outcomes and mitigate risk.
• Maintain high standards for CRM hygiene, opportunity management, data quality, renewal documentation, quotes, and forecasting.
• Share customer insights, recurring challenges, and market feedback to improve internal processes and future customer outcomes.

Skills

Customer Success

Account Management

Renewal Management

Sales

Cross-functional

Renewal Negotiation

Quota Carrying

Education

Bachelor's degree

Tools

Salesforce

CRM tools

Job description

DocuSign is seeking a Senior Customer Success Account Manager (CSAM) to own a portfolio of commercial customers across Asia, driving adoption, value realization, and renewal execution. As a trusted advisor, you will identify risks, lead renewal negotiations, and uncover opportunities for expansion, reporting to the Director, Asia Commercial CSAM.

You will collaborate with Sales, Pricing, Legal, and Product teams to deliver measurable outcomes and maintain strong CRM hygiene while guiding teams