Customer Success Manager II

Docusign; United States; On-site; USD 90,000 - 140,000; Full time

Job summary

Docusign is seeking a Customer Success Manager for its most complex enterprise customers. You will champion IAM platform adoption, orchestrate cross-functional teams, and align Docusign’s capabilities with customer objectives to drive long-term partnerships and account retention.

In this role, you will guide customers through deployment, optimize workflows, and collaborate with Sales to identify expansion opportunities, ensuring measurable business impact and continued value realization.

Qualifications

• Be responsible for the creation and execution of a mutually agreed Customer Success Plan (CSP) to improve and ensure rapid time-to-value.
• Partner with customers to co-author, execute, and refresh their future solution roadmap to support the CSP objectives.
• Serve as a trusted advisor to align Docusign's capabilities with the customer's evolving vision and secure executive alignment.
• Monitor and analyze product usage data to implement targeted adoption strategies and ensure contracted features are used.
• Educate customers on product innovations and newly released capabilities, integrating these into active workflows.
• Ensure customers actively utilize their entitlements and that projects align with the roadmap and business outcomes.
• Partner with Sales and solution partners to uncover high-value use cases that drive platform adoption and expansion.
• Identify and mitigate adoption risks early.

Responsibilities

• Create and execute a CSP aligned with customer outcomes.
• Co-author and refresh the customer’s solution roadmap.
• Act as trusted advisor to align capabilities with the customer’s vision.
• Monitor usage data to drive adoption and value realization.
• Educate on new features and integrate into workflows.
• Verify customers utilize entitlements and align with the roadmap.
• Collaborate with Sales to explore expansion opportunities.
• Flag adoption risks early.

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).

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

The Customer Success Manager is the ultimate champion for our most complex enterprise customers, helping them leverage Docusign's IAM platform with agentic capabilities and unlocking the power of their agreement data. Operating as a transformative advisor with a strong point of view, you will prescribe how organizations can best deploy agentic solutions, optimize intelligent workflows, and drive measurable impact. By proactively guiding customers through adoption challenges, you will build deep organizational credibility while establishing a long-term strategic partnership. In doing so, you will orchestrate cross-functional internal teams to align Docusign’s roadmap directly with customer business objectives. Ultimately, your leadership will secure long-term account retention and naturally lay the groundwork for future expansion in partnership with Sales.

This position is an individual contributor role reporting to Senior Manager Customer Success.

Responsibility

• Be responsible for the creation and execution of a mutually agreed Customer Success Plan (CSP) to improve and ensure rapid time-to-value across all deployments, aligning Docusign's capabilities directly with the customer's strategic business outcomes
• Partner with customers to co-author, execute, and continuously refresh their future solution roadmap, ensuring active use cases directly support the objectives of the Customer Success Plan (CSP) to drive toward their strategic business outcomes
• Serve as a trusted advisor to bring thought leadership and align Docusign's long-term capabilities with the customer's evolving vision, ensuring executive alignment on the path forward
• Be responsible for proactively monitoring and analyzing product usage data to implement targeted adoption strategies and manage consumption metrics, ensuring the customer fully utilizes their contracted features
• Educate customers on product innovation and newly released capabilities, partnering with them to strategically integrate these advancements into their active agreement workflows to drive ongoing impact
• Ensure the customer is actively utilizing their services entitlements, validating that project implementations and Professional Services engagements continuously align with the roadmap and deliver the defined business outcomes
• Partner with Sales and the customers’s chosen solution partners to uncover adjacent, high-value use cases that drive deeper platform adoption and lay the groundwork for account expansion
• Identify and mitigate organizational and adoption risks early by