Senior Manager, Customer Success Account Management

Docusign

. Manage key aspects of the post-sale customer lifecycle, focusing on adoption, retention, and growth .

Posted 11/11/2026full-timeRemote • United StatesSenior💰 $128,200 - $201,450 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success Management, focusing on retention, growth, and team leadership within a SaaS environment. Proven ability to implement scalable processes, manage customer journeys, and utilize data-driven decision-making to achieve financial objectives.

Highest-signal resume keywords

Customer Success ManagementRenewal ManagementSales MethodologiesTeam LeadershipData-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Renewal ManagementSales MethodologiesCustomer Journey ManagementChange ManagementProject ManagementProcess ManagementForecast ManagementNegotiation SkillsConsultative SalesPerformance Goal Achievement

Soft Skills

Leadership SkillsCommunication SkillsCoaching SkillsProblem-Solving SkillsCultural Development

Tools & Technologies

SalesforceGainsightAI TechnologiesMachine Learning ImplementationsBPM SystemsDocument Management SystemsContract Management SystemsEDiscovery

Industry Keywords

SaaSCustomer SuccessRetentionGrowthConsultative Sales

About the role

Key responsibilities & impact

Manage key aspects of the post-sale customer lifecycle, focusing on adoption, retention, and growth
Lead a team of Customer Success Account Managers
Own team growth, development, and enablement
Hire and develop Customer Success Account Managers to meet retention and growth targets
Achieve financial and strategic revenue bookings and billings objectives for assigned quotas and targets
Maintain and update rolling retention and churn forecasts for the team’s territory
Communicate risks to executive leadership
Implement scalable processes and playbooks to improve team metrics
Champion cross-functional initiatives to improve gross retention and upsell outcomes
Partner with leaders across the Docusign ecosystem on unified initiatives
Serve as a customer escalation point, driving satisfaction and negotiations while protecting customer trust
Set culture, pace, and expectations for individual teams
Report to the Director, Customer Success Manager

Requirements

What you’ll need

8+ years of experience in Renewal Management and/or Customer Success, consultative sales, or business consulting, preferably within a SaaS model
8+ years of experience with sales methodologies including prospecting within accounts, consulting on business issues, creating and presenting proposals, negotiating terms, and closing sales
Experience leading big teams
Proven record of meeting performance goals
Experience in a field organization with targets and financial goals
Ability to attract, coach, and retain talent
Experience creating a professional culture that encourages innovation, motivates employees, and delivers outcomes
Ability to resolve broadly defined, complex, diverse, and/or unprecedented situations
Experience managing and coaching the customer journey from implementation through renewal
Experience with customer communications, presentations, RFP submissions, client negotiations, change management, and deal signing
Experience with enterprise content and/or contract platforms such as ECM, Document Management, Contract Management, eDiscovery, or BPM systems and related implementations
Background using data and analytics in decision making
Ability to interact with and influence all organizational levels and divisions
Change management and Leading Change methodology and/or first-hand experience
Excellent written and verbal communication and presentation skills
Fluency with AI and machine learning technologies and implementations; comfort using AI-assisted workflows
Project management and/or business process reengineering knowledge or first-hand experience
Salesforce and Gainsight experience
Strong forecast and result management experience, including churn
Strong people management and leadership skills
Process management
Willingness and ability to travel as necessary
Must already be authorized to work in the United States on a full-time, permanent basis without current or future sponsorship

Benefits

Comp & perks

Variable incentive pay or company bonus plan, depending on role and performance
Restricted Stock Units (RSUs)
Paid time off and paid company holidays based on region
Up to six months of paid parental leave
Full health benefits plans, including options with 100% employer-paid coverage and minimum employee contributions from day one
Retirement and pension programs with potential employer contributions
Coaching, online courses, and education reimbursements
Paid compassionate care leave following the loss of a loved one and other life-changing events
Remote work designation
Reasonable accommodations for qualified individuals with disabilities or religious accommodations