Strategic Customer Success Account Manager

Docusign; Remote; SGD 60,000 - 80,000; Full time

Job summary

A leading digital signature company in Singapore is seeking a Strategic Customer Success Account Manager to oversee a portfolio of strategic accounts and drive customer adoption strategies. The ideal candidate will have 7 years of experience in enterprise customer success, be adept at managing renewals, and possess strong negotiation skills. This role is predominantly remote, allowing for a flexible work-life balance while making a significant impact on customer outcomes.

Benefits

Paid Time Off

Full Health Benefits Plans

Learning and Development options

Retirement Plans

Qualifications

• 7 years in enterprise Customer Success Account Management or Strategic Consulting within B2B SaaS.
• Proven track record delivering GRACV and ACV targets across strategic/global accounts.
• Experience with renewals ownership, expansion strategy, and complex negotiation.

Responsibilities

• Own a portfolio of 1,220 strategic accounts and serve as the primary post‑sale relationship owner.
• Build and execute multi‑year success plans with clear outcomes, KPIs, and value realization milestones.
• Coordinate with Sales to structure and negotiate renewals/expansions.

Skills

Enterprise Customer Success Account Management

Strategic Consulting

Executive presence

Negotiation

Technical aptitude for integrations

CRM tools proficiency

Education

Bachelor’s degree

Tools

Salesforce

Gainsight

Job description

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 peoples’ lives. With intelligent agreement management DocuSign unleashes business‑critical data that is trapped inside of documents, making it available to business systems of record and unlocking further digitalization.

What you’ll do

The DocuSign Strategic Customer Success Account Manager (CSAM) is a high‑impact, multi‑faceted position responsible for owning a portfolio of strategic accounts and renewals in an assigned territory. The CSAM serves as a customer adoption adviser, driving a return on our customers’ investment in DocuSign and unlocking further digitalization. Within their defined territory the CSAM develops and drives effective customer success and value strategies, identifies growth opportunities, negotiates favorable renewal terms, and provides insights that improve future outcomes. The CSAM is a critical member of the Account team working closely with our Sales team (Account Executives). The ideal CSAM thrives in a fast‑paced environment and drives accountability with themselves and their business partners.

Responsibility

• Own a portfolio of 1,220 strategic accounts and serve as the primary post‑sale relationship owner
• Build and execute multi‑year success plans with clear outcomes, KPIs, and value realization milestones
• Map and engage executive sponsors and cross‑functional stakeholders; establish governance (steering committees, EBR/QBRs)
• Monitor product health and usage; proactively manage risk and drive prescriptive adoption playbooks
• Champion the voice of the customer, synthesize feedback, and influence product roadmap and prioritization
• Own or co‑own renewals and expansions with Sales; identify, qualify, and progress upsell/cross‑sell opportunities
• Partner with Sales to structure and negotiate renewals/expansions in line with customer outcomes
• Coordinate with Professional Services, Support, Product, and Engineering to resolve escalations and deliver on commitments
• Maintain accurate account plans, forecasts, and activity in SFDC; deliver executive‑ready value reports
• Develop customer advocates; secure references, case studies, and advisory board participation

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

• 7 years in enterprise Customer Success Account Management or Strategic Consulting within B2B SaaS
• Proven track record delivering GRACV and ACV targets across strategic/global accounts
• Executive presence with experience engaging the C‑suite and guiding multi‑stakeholder programs
• Experience with renewals ownership, expansion strategy, and complex negotiation
• Familiarity with enterprise procurement, InfoSec, and compliance
• Experience with technical aptitude for integrations, APIs, security, and data flows, and ability to translate business needs into product solutions
• Proficient with CRM/CS tools (e.g. Salesforce, Gainsight) and analytics/BI platforms
• Bachelor’s degree required

Preferred

• Excellent communication facilitation and storytelling skills, and strong value quantification and ROI narratives

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: $X/hour – $X/hour or $X – $X base salary
• Illinois, Colorado, Massachusetts, and Minnesota: $X/hour – $X/hour or $X – $X base salary
• Washington, Maryland, New Jersey, and New York (including NYC metro area): $X/hour – $X/hour or $X – $X base salary
• Washington DC: $X/hour – $X/hour or $X – $X base salary
• Ohio: $X/hour – $X/hour or $X – $X 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 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

Life at DocuSign

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. We listen, be honest, and strive to do what’s right every day. We value equality, partnership, and shared success.

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 [contact placeholder].

States Not Eligible for Employment

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia, and Wyoming.

EEO Statement

It’s important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. DocuSign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude, and a can‑do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.