Lead Customer Success Account Manager

Docusign; United States; Remote; USD 127,000 - 193,000; Full time

Job summary

A leading company is seeking a Lead Customer Success Account Manager to manage strategic customer portfolios, focusing on renewals and product adoption. This remote role involves driving growth, leading cross-functional strategies, and enhancing customer experiences. Ideal candidates will have extensive experience in SaaS sales and account management, with a proven track record of exceeding quotas. The position offers competitive compensation and benefits, including bonuses and stock options.

Benefits

Bonus based on sales or company performance

Restricted Stock Units (RSUs)

Comprehensive health benefits

Retirement benefits

Paid leave

Development benefits

Qualifications

• 12+ years in SaaS sales or account management.
• Experience closing complex, high-value contracts.

Responsibilities

• Manage a portfolio of strategic customers focusing on renewal and adoption.
• Drive product adoption strategies across multiple products.
• Lead renewal negotiations and conduct business reviews.

Skills

Stakeholder Engagement

Communication

Organizational Skills

Adaptability

Education

BA/BS degree

Tools

Salesforce

Job description

Join to apply for the Lead Customer Success Account Manager role at Docusign

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 trapped inside documents, which were previously 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 efficiently as the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do
As a Lead Customer Success Account Manager (CSAM), you will manage a portfolio of strategic customers focusing on renewal and adoption outcomes. You’ll partner across functions to drive long-term value, growth, and successful renewals while acting as a trusted advisor. Your role includes leading cross-functional strategies, guiding product adoption, transforming customer experience through personalized engagement and proactive support, and surfacing new opportunities within key accounts. Your impact will be measured by your ability to prevent risk, expand relationships, and identify growth opportunities.

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

Responsibilities

• Prevent risk and drive growth through stakeholder engagement and value alignment
• Achieve revenue, bookings, and billings goals for your customer portfolio
• Maintain accurate forecasts and communicate risks or escalations internally
• Lead renewal negotiations, preserving customer trust
• Conduct business reviews to ensure customer value realization
• Drive product adoption strategies across multiple products
• Act as primary escalation point and coordinate support to resolve issues
• Partner with various teams to execute growth and retention plans
• Advise customers on Docusign capabilities to unlock additional value
• Identify growth opportunities and support account planning
• Analyze usage and engagement data to prioritize activities
• Ensure CRM accuracy and compliance with internal processes
• Travel up to 20% for relationship building with executives

Job Designation

Remote: The role is primarily remote, with flexibility depending on business needs. Docusign reserves the right to assign a job designation of In Office, Hybrid, or Remote.

What you bring

Basic

• BA/BS degree or equivalent experience
• 12+ years in SaaS sales, account management, customer success, or renewal management
• Experience closing complex, high-value contracts
• Proven track record of exceeding quotas and managing executive relationships
• Experience leading adoption strategies at an enterprise level

Preferred

• Strategic mindset for executive-level value discussions
• Skilled stakeholder influence across all levels
• Adaptability in fast-paced environments
• Strong organizational and communication skills
• Background in project management or change management
• Experience with Salesforce
• Expertise in ROI/value analysis and industry-specific knowledge

Wage Transparency

Pay varies based on location and experience. For example, California: $129,200 - $192,750; Illinois & Colorado: $127,700 - $185,225; others listed similarly.

Additional Compensation & Benefits

• Bonus based on sales or company performance
• Restricted Stock Units (RSUs)
• Comprehensive health, retirement, paid leave, and development benefits

Life at Docusign

We are committed to diversity, equity, and inclusion, fostering an environment where all employees can succeed and feel valued. We promote trust, honesty, and equal opportunity.