Job ID 2026-30630

Docusign brings agreements to life. More than 1.8 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 the Docusign AI-native IAM platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

The Senior Customer Success Account Manager (CSAM) owns a portfolio of commercial customers and is accountable for protecting and growing recurring revenue through strong customer relationships, adoption, value realization, and renewal execution. As a trusted advisor, you will help customers achieve measurable business outcomes from their Docusign investment. You will develop customer success and value strategies, identify risks early, lead renewal and negotiation activity, and uncover opportunities for broader adoption and expansion. This is a high-accountability individual contributor role. The successful candidate can operate independently across a varied portfolio, influence senior customer stakeholders, and collaborate effectively with Sales and cross-functional partners.

This position is an individual contributor role reporting to the Director, Asia Commercial CSAM.

Responsibility

• Own a portfolio of customer accounts, including renewal planning, customer engagement, adoption, risk management, forecasting, and growth opportunities
• Build trusted relationships with key customer stakeholders and understand their business priorities, agreement processes, desired outcomes, and measures of success
• Develop and execute account-specific customer success and value plans that improve adoption, strengthen relationships, and support successful renewals
• Engage customers early in the renewal cycle, maintain an accurate rolling forecast, and communicate risks with clear mitigation plans and next steps
• Lead win-win renewal and contract discussions, balancing customer value, commercial outcomes, and long-term relationship health
• Conduct regular business reviews and value conversations that connect Docusign capabilities to the customer's strategic priorities and measurable outcomes
• Use account health, product usage, customer feedback, commercial data, and behavioral trends to prioritize activity and focus time where it will have the greatest impact
• Act as the primary customer-success point of coordination for escalations, bringing together the right internal teams and maintaining clear ownership through resolution
• Partner closely with Account Executives and other account-team members to identify, qualify, and progress adoption, cross-sell, and expansion opportunities
• Collaborate with Sales, Customer Success, Pricing, Legal, Revenue Operations, Product Management, Support, and other teams to deliver customer outcomes and mitigate risk
• Maintain high standards for CRM hygiene, opportunity management, data quality, renewal documentation, quotes, and forecasting
• Share customer insights, recurring challenges, and market feedback to improve internal processes and future customer outcomes

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

• 5+ years of experience in Customer Success, Account Management, Renewal Management, Sales, or a related customer-facing SaaS role
• Experience managing a portfolio of commercial or enterprise customers and owning measurable renewal, retention, revenue, or customer-success outcomes
• Experience managing renewal or commercial negotiation cycles from planning through completion
• Experience working in a quota-carrying or target-driven environment, with a track record of meeting or exceeding key performance indicators
• Experience with consultative and value-selling skills, with the ability to connect customer priorities to business outcomes
• Experience analyzing customer usage, health, financial, and relationship signals and translating them into practical actions
• Experience working independently while influencing and coordinating cross-functional teams
• Bachelor's degree or equivalent practical experience

Preferred

• Experience supporting adoption and business change across complex or distributed organizations
• Experience with agreement management, eSignature, SaaS, workflow automation, or a related technology environment
• Strong contract negotiation skills and experience driving agreements to completion on time
• Experience facilitating executive-level business reviews and persuasive value conversations
• Salesforce or comparable CRM experience
• Experience supporting customers across Asia and navigating different markets, cultures, and buying processes
• Fluency in an additional Asian language relevant to the assigned territory
• Strong written and verbal communication skills, including confidence engaging customer stakeholders at multiple levels
• Excellent organization, prioritization, follow-through, and attention to detail

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: $X/hour - $X/hour or $X - $X base salary

Illinois, Colorado, Massachusetts and Minnesota: $X/hour - $X/hour or $X - $X base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary

Washington DC: $X/hour - $X/hour or $X - $X base salary

Ohio: $X/hour - $X/hour or $X - $X base salary

Canada: CAD $X/hour - CAD $X/hour or CAD $X - CAD $X 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

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.

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

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.

Share on your newsfeed