Senior Customer Success Account Manager

Docusign Partners; Washington (District of Columbia); Remote; Full time

Job summary

A leading company in e-signature solutions seeks a Senior Customer Success Account Manager to manage a portfolio of clients, driving adoption and renewal efforts. The role involves strategic planning, collaboration with internal teams, and ensuring customer satisfaction. Ideal candidates have a BA/BS degree and extensive experience in sales or account management within the SaaS industry.

Benefits

Paid Time Off

Paid Parental Leave

Full Health Benefits Plans

Retirement Plans

Learning and Development

Caregiver and Compassionate Leave

Qualifications

• 5+ years of experience in Sales or Account Management in SaaS.
• Experience managing deal cycles as a trusted advisor.

Responsibilities

• Engage customers to drive value realization and mitigate churn risk.
• Achieve revenue and bookings goals through effective renewal strategies.
• Collaborate across teams to drive customer outcomes.

Skills

Sales

Account Management

Customer Success

Negotiation

Communication

Education

BA/BS degree

Tools

Salesforce CRM

Job description

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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 that is trapped inside of documents. Until now, these were 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 with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

As a Senior Customer Account Manager (CSAM), you’ll manage a portfolio of customers within a defined territory, leading both adoption and renewal efforts. You’ll act as a trusted advisor, driving strategic customer success plans, surfacing new opportunities, and maximizing the value customers gain from Docusign’s solutions. You’ll collaborate cross-functionally with Sales, Product, and other internal teams to identify risks, resolve escalations, and ensure customers achieve their desired outcomes.

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

Responsibilities

• Engage customers to drive value realization and mitigate churn risk
• Achieve revenue, bookings, and billings goals through effective renewal and expansion strategies
• Maintain accurate forecasting and communicate risk and mitigation plans internally
• Lead successful renewal negotiations that reinforce trust and long-term customer relationships
• Conduct business reviews that align customer objectives with Docusign solution value
• Own and execute adoption strategies by partnering with internal stakeholders across the business
• Serve as the customer’s primary point of contact for escalations and support coordination
• Collaborate across Sales, Customer Success, Pricing, Legal, Revenue Ops, and Product teams to drive customer outcomes
• Identify and support account growth opportunities as part of the broader account team
• Analyze customer usage, data, and health trends to prioritize and focus time effectively
• Ensure strong internal process execution across CRM hygiene, forecasting, and quoting

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

What you bring

Basic

• BA/BS degree or equivalent work experience
• 5+ years of experience in Sales, Account Management, Renewal Management, or Customer Success in SaaS
• Experience in quota-carrying roles with consistent performance
• Experience managing deal cycles and operating as a consultative, trusted advisor

Preferred

• Experience leading adoption strategy and acting as a customer change agent
• Strong contract negotiation skills with a track record of completing deals on time
• Strategic thinking and the ability to drive executive-level value conversations
• Strong adaptability to changing priorities
• High sense of urgency and ability to stay organized and focused
• Background in Salesforce CRM
• Strong written and verbal communication skills
• Ability to clearly convey value and ROI in customer interactions

Wage Transparency

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

• California: $42.64/hour - $62.84/hour
• Illinois and Colorado: $41.15/hour - $56.59/hour
• Washington, New Jersey and New York (including NYC metro area): $41.15/hour - $58.62/hour
• Washington DC: $42.64/hour - $58.62/hour

This Role Is Also Eligible For The Following

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.

Global Benefits Provide Options For The Following

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Caregiver and Compassionate Leave: paid time off following the loss of a loved one and other life-changing events

Life at Docusign

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. You will feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at [e-mail].

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [e-mail] for assistance.

Applicant and Candidate Privacy Notice

States Not Eligible for Employment

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Equal Opportunity Employer

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

EEO Know Your Rights poster

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Sales and Business Development

Industries

• Software Development