Lead Customer Success Account Manager

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).

As a Lead Customer Account Manager (CSAM), you will be responsible for managing a portfolio of strategic customers with a focus 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. You will lead cross-functional strategies, guide product adoption, and help transform the customer experience through personalized engagement and proactive support. Your impact will be measured by your ability to prevent risk, expand relationships, and surface new opportunities within key accounts.

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

Responsibility

• Prevent risk and drive growth through early stakeholder engagement and value alignment
• Achieve revenue, bookings, and billings goals across your strategic customer portfolio
• Maintain accurate, rolling forecasts and communicate risk or escalation needs internally
• Lead and execute win/win renewal negotiations while preserving and strengthening customer trust
• Conduct regular business reviews to align on outcomes and ensure customers derive value from their investment
• Drive full adoption strategy across multiple products, aligning with Docusign stakeholders to deliver customer success
• Act as the primary escalation point and coordinate cross-functional support to resolve issues
• Partner with Sales, Legal, Product, Revenue Operations, Pricing, and Customer Success teams to execute growth and retention plans
• Serve as a subject matter expert on Docusign capabilities, advising customers beyond core functionality to unlock value
• Identify incremental growth opportunities and support account planning in collaboration with Account Executives
• Analyze usage, health, and engagement patterns to prioritize account activities and maximize impact
• Ensure CRM accuracy and internal process compliance, including forecasting, opportunity management, and data quality
• Travel up to 20% to build executive relationships and deepen customer partnerships

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.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

Basic

• BA/BS degree or equivalent work experience
• 12+ years in Sales, Account Management, Customer Success, or Renewal Management in SaaS
• Experience closing complex, high-value, multi-year contracts
• Experience meeting or exceeding quota and performance metrics
• Experience navigating large organizations and managing executive-level relationships
• Experience leading adoption strategies across enterprise-scale customers

Preferred

• Strategic mindset with the ability to lead value-based, executive-level conversations
• Skilled at navigating and influencing stakeholders across all levels
• High adaptability to shifting priorities in fast-paced environments
• Strong organizational skills with a high sense of urgency
• Background in project management, business process redesign, or change management
• Salesforce experience
• Excellent communication skills
• Ability to perform ROI/value analysis for customer outcomes
• Subject matter expertise in a specific industry, including understanding of regulatory or compliance factors

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: $122,700.00 - $183,150.00 base salary

Illinois and Colorado: $119,800.00 - $173,650.00 base salary

Washington, New Jersey and New York (including NYC metro area): $119,800.00 - $177,900.00 base salary

Washington DC: $122,700.00 - $177,900.00 base salary

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.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

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
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

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. Best of all, you will be able to 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 accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice

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

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

#LI-Remote