Strategic Customer Success Manager

Docusign Strategic Customer Success Manager

The Docusign Strategic Customer Success Manager (CSM) is responsible for owning a portfolio of our most complex, high-value accounts and renewals in an assigned territory. The Strategic CSM serves as a trusted executive advisor, driving measurable return on investment for our customers and unlocking enterprise-wide digitalization at scale. Within their defined territory, the Strategic CSM is responsible for developing and executing sophisticated customer success and value strategies, identifying significant growth opportunities, leading complex negotiations to favorable renewal outcomes, and delivering insights that drive transformational change for customers and the business. The Strategic CSM is a critical member of the Account team, working in close partnership with our Sales Team (Account Executives) and cross-functional stakeholders.

This position is an individual contributor role reporting to the Director, Solution Consulting, Asia.

Responsibilities:

• Prevent risk and accelerate growth across a portfolio of strategic accounts through proactive executive engagement, value realization, and alignment with key stakeholders, as measured by renewal and expansion outcomes
• Achieve financial and strategic revenue, bookings, and billings targets across a high-value territory
• Maintain and communicate a rolling forecast of your territory, surfacing renewal risk early and partnering with internal resources to develop resolution strategies
• Own and lead complex, executive-level negotiation strategies for Docusign's most strategic renewals while protecting and deepening customer trust
• Conduct regular executive business reviews with customers to ensure enterprise-wide adoption, quantifiable value realization, and alignment with their primary business objectives
• Develop and own comprehensive adoption strategies for complex, multi-stakeholder environments, leveraging key partners across the Docusign ecosystem to deliver transformational outcomes
• Serve as the primary point of contact and escalation owner on behalf of strategic customers, driving swift resolution while maintaining long-term relationship health
• Collaborate cross-functionally with Sales, Customer Success, Pricing, Legal, Revenue Operations, and Product Management to design and execute growth and risk mitigation strategies for the most critical accounts in the portfolio
• Drive account expansion by serving as a senior voice within the account team — identifying and developing incremental growth opportunities and orchestrating the appropriate internal resources to execute
• Apply rigorous portfolio analysis, evaluating usage trends, health signals, engagement data, and behavioral patterns to prioritize high-impact activities and deliver favorable outcomes for customers and Docusign
• Champion best practices across all internal processes including opportunity management, data quality, CRM hygiene, quoting, and forecasting

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.

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 bring:

• 6+ years of experience within Sales, Renewal Management, Account Management, and/or Customer Success, ideally within SaaS offerings and enterprise accounts
• Demonstrated success in quota-carrying roles with a consistent track record of meeting or exceeding key performance indicators on a complex, high-value book of business
• BA/BS degree or equivalent work experience

• Proven ability to navigate multi-stakeholder, executive-level deal cycles using a trusted advisor and consultative approach
• Exceptional contract negotiation skills with experience driving complex, high-value contracts to completion on time
• Experience driving enterprise-wide adoption across large organizations, acting as a strategic change agent at the executive level
• Demonstrated ability to lead persuasive value conversations with C-suite and senior executives, connecting Docusign's capabilities to customers' top business priorities
• Proven ability to manage ambiguity and adapt quickly to shifting priorities across a strategic portfolio
• Strong executive presence with superior organizational, prioritization, and communication skills
• Excellent written and verbal communication skills
• Ability to influence outcomes through high-trust relationships with both customers and internal partners

Life at DocuSign:

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.