Sr. Manager, Customer Success Account Management

DocuSign; Brazil (IN); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading e-signature company seeks an experienced Customer Success Manager to lead a high-performing Enterprise team in Indiana, Brazil. The role involves ensuring retention and driving governance across accounts. Candidates should have over 8 years in Customer Success with strong communication skills in English and Spanish. Experience with Gainsight and Salesforce is a plus, alongside a data-driven approach to operational strategy.

Qualifications

• 8+ years of experience in Customer Success within SaaS or enterprise technology.
• 3+ years managing high-performing teams.
• Proven experience driving retention and expansion.

Responsibilities

• Lead a high-performing Enterprise Customer Success team.
• Own Enterprise retention and GRR, NRR targets.
• Establish success metrics to drive governance.

Skills

Customer Success management

Account Management

Communication skills

Stakeholder management

Bilingual (English and Spanish)

Tools

Gainsight

Salesforce

Gong

Job description

Overview

Employer Industry: E-Signature and Contract Lifecycle Management

What to Expect (Job Responsibilities):

• Champion a data-driven culture that enables transparency and early risk identification
• Lead, coach, and develop a high-performing Enterprise Customer Success team
• Establish operational frameworks and success metrics to drive governance across accounts
• Own Enterprise retention, GRR, and NRR targets for Brazil, ensuring disciplined execution
• Partner with various teams to identify growth opportunities and enhance customer lifecycle efficiency

What is Required (Qualifications):

• 8+ years of experience in Customer Success, Account Management, or Renewals within SaaS or enterprise technology companies
• 3+ years of experience managing high-performing teams
• Fluent in English and Spanish
• Proven experience driving retention, expansion, and customer value across large portfolios
• Strong stakeholder management and communication skills, including C-level engagement

How to Stand Out (Preferred Qualifications):

• Strong analytical mindset with the ability to translate data into operational strategy
• Experience with Gainsight, Gong, and Salesforce to drive insights and execution
• Deep understanding of SaaS business metrics (GRR, NRR, ARR, adoption)
• Demonstrated success implementing scalable processes and governance models
• High adaptability, prioritization, and ownership in dynamic environments

#CustomerSuccess #RemoteWork #SaaS #Leadership #CareerGrowth