Director, Customer Success & Strategic Accounts (Remote)

DocuSign; Washington; Remote; USD 148,000 - 221,000; Full time

Job summary

DocuSign is seeking a Director, Customer Success Management to lead a large, global CS organization and drive long-term health, adoption, and value realization for our customers. You will shape regional strategy, oversee managers and ICs, and align with Sales, Product, and Marketing on roadmap and GTM efforts.

The role emphasizes accountability, innovation, and professional development, reporting to the Senior Director. Remote work is supported in a distributed, high-impact environment.

Qualifications

• BA/BS degree or equivalent work experience.
• 12+ years of experience in Customer Success, Account Management, or Consulting within a global SaaS environment.
• 7+ years of people management experience, including a proven track record of managing other people managers.
• Experience leading large-scale business transformations and digital adoption strategies.
• Experience managing the performance and growth of a $100M+ book of business.

Responsibilities

• Lead, coach, and develop a high-performing organization of managers and strategic individual contributors.
• Translate global Customer Success objectives into a comprehensive regional strategy focusing on long-term NRR and GRR.
• Design and implement the frameworks used by the organization to measure ROI for the IAM platform.
• Drive the evolution of success playbooks, leveraging AI-driven insights to improve efficiency and impact.
• Serve as the executive sponsor for high-value accounts, navigating escalations and building trust.
• Partner with VPs and Directors across Sales, Product, and Marketing to influence the product roadmap and go-to-market strategy.
• Own the delivery of KPIs for your segment, including adoption rates, health scores, and consumption targets.
• Foster a collaborative environment that leverages AI and machine learning.

Skills

People management

Customer Success

Strategic planning

Executive communication

AI/ML impact in org

Education

BA/BS degree or equivalent

Tools

Gainsight

Salesforce

Job description

DocuSign is seeking a Director, Customer Success Management to lead a large, global CS organization and drive long-term health, adoption, and value realization for our customers. You will shape regional strategy, oversee managers and ICs, and align with Sales, Product, and Marketing on roadmap and GTM efforts.

The role emphasizes accountability, innovation, and professional development, reporting to the Senior Director. Remote work is supported in a distributed, high-impact environment.