Director, Strategic Customer Success & Growth

Docusign; San Francisco (CA); On-site; USD 153,000 - 232,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

RSUs

Job summary

DocuSign is seeking a Director, Customer Success Management to lead a large Customer Success segment with a focus on long-term health, adoption, and value realization. You will oversee managers and strategic individual contributors, balancing strategic objectives with regional execution.

You will translate global CS goals into a regional strategy aimed at maximizing net revenue retention (NRR) and gross revenue retention (GRR) while guiding ROI frameworks for the IAM platform.

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.
• 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 focusing on long-term NRR and GRR.
• Design and implement the frameworks used by the organization to measure and communicate ROI for the IAM platform.
• Drive the evolution of success playbooks, leveraging AI-driven insights to improve organizational efficiency and impact.
• Serve as the executive sponsor for high-value accounts, navigating complex commercial and technical escalations while building long-term 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 key performance indicators (KPIs) for your segment, including adoption rates, health scores, and consumption targets.
• Foster a collaborative environment that encourages agreement excellence and pioneers new ways to leverage AI and machine learning.
• Mentor and develop senior talent, modeling empathy and coaching others to approach differences with awareness and respect.
• Lead with transparency to foster trust and psychological safety, especially when communicating difficult messages.
• Frame setbacks as learning moments to maintain team engagement and momentum through organizational change.
• Establish and enforce standard practices for scope and decision ownership across the segment

Skills

People management

Customer success

Strategic planning

SaaS experience

Executive communication

Education

BA/BS degree

Tools

Gainsight

Salesforce

Job description

DocuSign is seeking a Director, Customer Success Management to lead a large Customer Success segment with a focus on long-term health, adoption, and value realization. You will oversee managers and strategic individual contributors, balancing strategic objectives with regional execution.

You will translate global CS goals into a regional strategy aimed at maximizing net revenue retention (NRR) and gross revenue retention (GRR) while guiding ROI frameworks for the IAM platform.