Director, Strategic CS & Global Accounts

UNAVAILABLE; Olympia (WA); Hybrid; USD 148,000 - 221,000; Full time

Benefits offered by this job

RSUs

Bonus program

Global benefits

Health plans

Job summary

DocuSign is seeking a Director of Customer Success Management to lead a high-performing organization and drive strategic initiatives with a 6–12 month horizon. You will oversee regional workstreams, act as a change agent, and partner with Sales, Product, and Marketing to influence roadmaps.

You will manage KPIs for adoption, health scores, and consumption, while fostering innovation and AI-driven improvements across the function.

Qualifications

• 12+ years of experience in Customer Success, Account Management, or Consulting within a global SaaS environment.
• 7+ years of people management experience, including 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 regional strategy with focus on long-term NRR and GRR.
• Design and implement frameworks to measure ROI for IAM platform.

Skills

Customer Success

People Management

Leadership

SaaS

Education

BA/BS degree or equivalent

Tools

Gainsight

Salesforce

Job description

DocuSign is seeking a Director of Customer Success Management to lead a high-performing organization and drive strategic initiatives with a 6–12 month horizon. You will oversee regional workstreams, act as a change agent, and partner with Sales, Product, and Marketing to influence roadmaps.

You will manage KPIs for adoption, health scores, and consumption, while fostering innovation and AI-driven improvements across the function.