Customer Success Account Manager

Docusign; San Francisco (CA); Remote; USD 150,000 - 200,000; Full time

Job summary

A leading company in e-signature solutions is seeking a Customer Account Manager to manage accounts and drive customer success. This role involves collaborating with internal teams and ensuring customer satisfaction while achieving renewal goals. The ideal candidate will have experience in account management, thrive in customer-facing environments, and possess strong communication skills.

Benefits

Paid Time Off

Paid Parental Leave

Full Health Benefits Plans

Retirement Plans

Learning and Development opportunities

Compassionate Care Leave

Qualifications

• 2+ years experience in Sales or Account Management in SaaS.
• Strong performance in quota-carrying roles.
• Experience navigating customer relationships.

Responsibilities

• Manage a portfolio of accounts to ensure adoption and renewals.
• Lead engagement and drive value realization.
• Serve as primary point of contact for escalations.

Skills

Account Management

Renewal Management

Customer Success

Sales

Communication

Education

BA/BS degree or equivalent work experience

Tools

Salesforce CRM

Job description

Company Overview

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 people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

As a Customer Account Manager (CSAM), you will manage a portfolio of accounts and lead both adoption and renewal activities to ensure long-term success. You’ll work collaboratively with internal teams to understand customer needs, identify growth opportunities, and proactively manage risk. You’ll be accountable for securing renewals, supporting adoption strategies, and serving as a point of escalation when necessary. This role is ideal for someone who thrives in a customer-facing environment and enjoys working across multiple stakeholders to drive outcomes.

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

Responsibility

• Drive engagement across your book of business to support adoption and value realization
• Achieve revenue, bookings, and renewal goals across your assigned accounts
• Maintain accurate forecasts and communicate risks internally to develop resolution plans
• Lead win/win renewal discussions that protect customer trust and satisfaction
• Conduct business reviews with key customers to align on objectives and demonstrate product value
• Serve as a primary point of contact for customer escalations and coordination
• Partner with internal teams, including Sales, Legal, Product, Pricing, and Customer Success, to drive customer outcomes
• Analyze customer usage and health signals to prioritize proactive engagement
• Ensure CRM accuracy and follow internal best practices related to forecasting, quoting, and data quality
  
  

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

• BA/BS degree or equivalent work experience
• 2+ years of experience in Sales, Account Management, Renewal Management, or Customer Success in SaaS
• Experience in quota-carrying roles with a strong performance track record
• Experience navigating customer relationships and deal cycles in a consultative manner
  
  

Preferred

• Contract negotiation skills with on-time completion of renewal cycles
• Experience supporting adoption efforts and acting as a change agent for customers
• Ability to respond to shifting priorities and adapt quickly
• Strong organizational skills with a sense of urgency
• Salesforce CRM experience
• Strong written and verbal communication skills
  
  

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: $33.37/hour - $51.92/hour

Illinois, Colorado, Massachusetts and Minnesota: $32.26/hour - $44.34/hour

Washington, Maryland, New Jersey and New York (including NYC metro area): $32.26/hour - $45.88/hour

Washington DC: $33.37/hour - $45.88/hour

Ohio: $30.63/hour - $42.09/hour

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, which is calculated as a percentage of eligible wages and dependent on company performance.
  
  

Benefits

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

Working here

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. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

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 [e-mail].

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [e-mail] for assistance.

Applicant and Candidate Privacy Notice

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.

Equal Opportunity Employer

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.

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