Strategic Customer Success Manager
About the job
- At least 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.
- A BA/BS degree or equivalent work experience.
- 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 the territory, surfacing renewal risk early and partnering with internal resources to develop resolution strategies.
- Own and lead complex, executive-level negotiation strategies for 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 for 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 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 by 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 internal processes, including opportunity management, data quality, CRM hygiene, quoting, and forecasting.
- Ability to navigate multi-stakeholder, executive-level deal cycles using a trusted-advisor and consultative approach.
- Contract negotiation skills and experience driving complex, high-value contracts to completion on time.
- Experience driving enterprise-wide adoption across large organizations and acting as a strategic change agent at the executive level.
- Ability to lead persuasive value conversations with C-suite and senior executives, connecting Docusign's capabilities to customers' top business priorities.
- Ability to manage ambiguity and adapt quickly to shifting priorities across a strategic portfolio.
- Executive presence and organizational, prioritization, and communication skills.
- Written and verbal communication skills.
- Ability to influence outcomes through high-trust relationships with customers and internal partners.
About the company
Docusign runs electronic signing and agreement management software for businesses, letting people approve contracts online and track the steps around each agreement. Its eSignature product routes documents to signers and records who signed, while contract lifecycle tools organize preparation, negotiation, and approvals. The Intelligent Agreement Management platform stores contracts in a searchable repository and uses AI to extract terms and connect agreement data to business workflows. Customers use its web applications or embed signing through APIs, and pay for subscriptions based on users, features, and document allowances. Docusign was founded in 2003 and is headquartered in San Francisco.
Company Size
5,001-10,000
Company Stage
IPO
Headquarters
San Francisco, California
Founded
2003
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Simplify's Take
What believers are saying
- Cash generation supports stability: Docusign reported $296 million free cash flow for its quarter ended July 2026.
- AI monetization is advancing: Docusign reported IAM reached 15.1% of annual recurring revenue in July 2026, versus April's 12.6%.
- Cross-selling starts with scale: Docusign's 1.9 million paying customers form an audience for its broader agreement products.
What critics are saying
- Hiring favors cheaper locations: Docusign said all yearly headcount growth came from lower-cost locations in its July 2026 quarter.
- Existing accounts expand slowly: Docusign reported 103% dollar net retention for direct customers in its July 2026 quarter.
- Basic signing faces a bundle: Adobe Acrobat Standard includes signature collection and tracking alongside PDF editing.
What makes Docusign unique
- Contract data strengthens its AI: Docusign says its training library contains over 200 million private, consented agreements.
- Existing workflows support distribution: Docusign connects agreements to business systems through more than 1,100 third-party integrations.
- Notarization extends signing: Docusign integrates recorded notarial sessions, identity checks, and digital certificates into its signature workflow.
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Benefits
Health benefits: Medical, dental, and vision
Life and disability benefits
Savings: Pre-tax parking plans, Health Savings Accounts, Health Care FSA, Dependent Care FSA
Wealth Generation: 401(k) or other retirement plans, Employee Stock Purchase Plan, Restricted Stock Units, Sales Commissions, Company Incentive Plan (CIP)
Growth & Insights and Company News
6 month growth
0%1 year growth
0%2 year growth
0%Docusign has expanded its more than 20-year partnership with Salesforce, bringing its Intelligent Agreement Management (IAM) platform natively into Salesforce, Agentforce, and Slack. The company announced the move on October 13, 2026. The integration lets sales teams draft, negotiate, and sign agreements without leaving their customer relationship management system. Sellers can ask Agentforce questions about contracts, generate or send agreements, track renewals, and flag hidden risks in obligations buried in master services agreements. In Slack, teams can request a contract, pull live customer and pricing data, apply approved terms, and route the deal to legal within the same thread. Docusign was also named a 2027 Salesforce Partner of the Year for Global Partner and System of Engagement.
We look forward to welcoming the Clause team into Docusign.
Docusign launches PDF editor to streamline contracts. Fri, 9th Oct 2026 (Today) Docusign has launched a PDF editing tool within its platform, linking document preparation with its agreement workflow. The new desktop application, Docusign PDF Editor, is aimed at customers that use Docusign for e-signature and agreement management. It lets users edit text and images in PDF files, combine documents, reorder or delete pages, redact information, add annotations, create forms, and convert file types before sending a file for signature. The move addresses a common step in contract handling, where staff prepare documents in one application and then move them into another for signing. More than 70% of eSignature requests started directly in Docusign's system begin as PDF files, according to the company. Once preparation is complete, users can move a document into the Docusign signing workflow without a separate manual upload. Changes made before signing remain linked to the agreement history, while editing is locked after signature to preserve the signed version. The product is intended for teams including legal, sales, procurement, and human resources. After signature, agreements can be managed within Docusign's broader Intelligent Agreement Management platform, where it uses artificial intelligence to analyse documents, answer questions, track dates such as renewals, and identify risks. Workflow changes The addition expands Docusign beyond signing and contract management into an earlier stage of the document process. It brings PDF preparation into the same environment as signature and post-signature management, rather than requiring users to switch between separate software products. For businesses, that can affect routine tasks such as making last-minute changes to contract language, removing sensitive information before circulation, or creating fillable forms. It may also help reduce version confusion when multiple copies of a document move between teams and systems. The application will be sold to customers using Docusign's IAM and eSignature products. It will be offered in English, Dutch, French, German, Italian, and Spanish. The launch comes as software suppliers seek to bring more of the document lifecycle into a single system. In contract-heavy functions such as procurement and legal operations, reducing handoffs between preparation, approval, signing, and storage has become a priority as companies try to tighten controls and improve record-keeping. Docusign already has a large installed base in electronic signatures, and 95% of Fortune 500 businesses use its eSignature service, according to the company. By adding PDF editing functions, it is seeking to increase the amount of work customers do inside its products rather than relying on third-party document software for an earlier step in the process. Executive view Graham Sheldon, Chief Product Officer at Docusign, described the product as a way to reduce tool switching during contract preparation. "You shouldn't have to jump in between tools just to get a contract ready for signature," said Graham Sheldon, Chief Product Officer at Docusign. "With Docusign PDF Editor, you can now edit your PDF, send it for signature, and manage the contract afterward. It's the newest way we're bringing the entire agreement process together with Docusign IAM."
Docusign has launched PDF Editor, a desktop application that integrates document editing capabilities directly into its Intelligent Agreement Management platform. The tool allows users to create and edit PDFs, combine files, redact information, and move documents straight to signature without switching between applications. More than 70% of Docusign eSignature requests begin as PDFs. The new editor aims to eliminate the need to open separate tools for document modifications before signing. PDF Editor preserves an auditable record of changes made before signing and locks editing once documents are signed. After signing, agreements are analysed using AI to track renewals, identify risks, and surface insights. The desktop application will be available for purchase from 2 November 2026 for Intelligent Agreement Management and eSignature customers. It launches in English, Dutch, French, German, Italian, and Spanish, with additional languages planned for 2027.
ARIS appoints three senior leaders to help enterprises scale AI beyond the pilot stage. ARIS, the global leader in Process Context for Enterprise AI, today announced three new senior appointments as it builds momentum toward 2027 and accelerates its strategy to help organisations put AI to work at scale. Maxime Hambersin joins as Chief Product Officer, Dr Benjamin Krusche as Global Head of Strategy & Transformation, and Mark Jacobs as President and Go-to-Market Lead, Americas. The appointments further strengthen the leadership team built around CEO Guillaume Bacuvier and support the company's next phase of global growth. They come as ARIS advances its positioning around Process Context - giving AI agents the business understanding they need to operate effectively - while accelerating a product roadmap designed to help enterprises identify, deploy and scale AI against measurable business outcomes. As Chief Product Officer, Maxime Hambersin will lead ARIS's global product strategy and roadmap, with responsibility for shaping the next generation of the ARIS platform and translating the company's Process Context strategy into products that create measurable customer value. Hambersin joins ARIS from Docusign, where he held senior product leadership roles and most recently served as General Manager for France. Prior to Docusign, Hambersin spent 12 years at Accenture, ultimately serving as Managing Director and leading major transformation programs for global banking and capital-markets organisations. Dr. Benjamin Krusche joins ARIS as Global Head of Strategy & Transformation, responsible for setting and executing the company's strategic agenda and working closely with Bacuvier and the leadership team on key company initiatives. Krusche joins from Clarity AI, the AI-powered sustainability technology company, where he was Head of Strategy. Prior to that, he spent seven years at Bain & Company, rising to Associate Partner and co-leading Bain's EMEA Agile Practice. "We have set an ambitious target for ARIS - to make Process Context the foundation that all Fortune 500 and G2000 enterprises rely on to put AI to work and create measurable new business value," said Guillaume Bacuvier, CEO of ARIS. "The next phase is about execution. Maxime brings the product vision and experience to translate that strategy into innovation our customers can put to work, while Ben brings exceptional strategic and transformation expertise to help us focus the business on where we can win and accelerate our own transformation." ARIS has also appointed Mark Jacobs as President, The Americas, strengthening its global go-to-market leadership. Jacobs brings extensive enterprise technology and sales leadership experience, including senior positions at Celonis, C3.ai, Oracle, Rimini Street and Adobe/Marketo, and will focus on expanding relationships with major enterprises and helping customers translate investment in process context and AI into measurable business value in the key Americas market. "Enterprise AI is changing the conversation we are having with customers. Leaders aren't looking for more technology for technology's sake - they want to understand where AI can create meaningful value and how they can deploy it without losing control," said Fadi Naffah, Managing Director and Chief Revenue Officer, ARIS. "Mark understands that value conversation exceptionally well. He brings deep experience working with some of the world's largest enterprises and building high-performing teams around customer outcomes."