Senior Customer Success Account Manager

Company Overview

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).

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What you'll do

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

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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.

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What you bring

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
• Fluent or business level in Mandarin 
• Strong written and verbal communication skills, including confidence engaging customer stakeholders at multiple levels
• Excellent organization, prioritization, follow-through, and attention to detail

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Life at Docusign

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 [email protected].

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance.

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