Remote Director, Customer Success Strategy & Growth

UNAVAILABLE; United States; Remote; USD 140,000 - 230,000; Full time

Benefits offered by this job

Bonus eligibility

RSUs

Job summary

DocuSign is seeking a Director, Customer Success Management to lead a large, global team of managers and strategic contributors, focused on long-term health, retention, and value realization.

You will translate global CS objectives into regional strategies, drive ROI dashboards for the IAM platform, and leverage AI-driven insights to optimize efficiency and impact across Sales, Product and Marketing partnerships.

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 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

Leadership

People management

Strategic planning

Executive influence

Change management

Education

BA/BS degree or equivalent

Tools

Gainsight

Salesforce

Job description

DocuSign is seeking a Director, Customer Success Management to lead a large, global team of managers and strategic contributors, focused on long-term health, retention, and value realization.

You will translate global CS objectives into regional strategies, drive ROI dashboards for the IAM platform, and leverage AI-driven insights to optimize efficiency and impact across Sales, Product and Marketing partnerships.