Remote Director, Customer Success & Strategy

DocuSign, Inc.; Olympia (WA); Hybrid; USD 148,000 - 221,000; Full time

Benefits offered by this job

Bonus eligibility

RSUs (Restricted Stock Units)

Global benefits

Job summary

DocuSign, Inc. is seeking a Director of Customer Success Management to shape strategy and drive world-class product adoption across a large customer segment.

You will lead a team of managers and senior ICs, align regional plans with global CS objectives, and champion ROI measurement for IAM platforms. You will partner with Sales, Product, and Marketing to influence roadmaps while delivering KPIs and fostering a culture of innovation, accountability, and learning.

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 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 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 efficiency and impact.
• Serve as the executive sponsor for high-value accounts, navigating complex commercial and technical escalations.
• 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 encourages agreement excellence and AI/machine learning usage.
• Mentor and develop senior talent, modeling empathy and leadership.
• Lead with transparency to foster trust and psychological safety.

Skills

Leadership

People management

Strategic planning

Stakeholder management

AI-driven insights

Education

BA/BS degree or equivalent

Tools

Gainsight

Salesforce

Job description

DocuSign, Inc. is seeking a Director of Customer Success Management to shape strategy and drive world-class product adoption across a large customer segment.

You will lead a team of managers and senior ICs, align regional plans with global CS objectives, and champion ROI measurement for IAM platforms. You will partner with Sales, Product, and Marketing to influence roadmaps while delivering KPIs and fostering a culture of innovation, accountability, and learning.