What you'll doAs 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 the Senior Manager of Customer Success Account Management.
Responsibility- Engage customers proactively 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 DesignationRemote: 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.
What you bringBasic- BA/BS degree or equivalent work experience
- 5+ years of experience in Sales, Account Management, Renewal Management, or Customer Success in SaaS
- Experience in contract negotiation with a track record of completing deals on time
- 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
- 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 TransparencyPay 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: $44.50/hour - $65.63/hour
Illinois, Colorado, Massachusetts and Minnesota: $42.90/hour - $59.03/hour
Washington, Maryland, New Jersey and New York (including NYC metro area): $42.90/hour - $61.15/hour
Washington DC: $44.50/hour - $61.15/hour
Ohio: $40.10/hour - $55.10/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
- Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events
Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.
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