Job Description

As a Strategic Customer Account Manager (CSAM), you’ll manage a portfolio of our most strategic customers to ensure they’re achieving maximum value from their investment in Docusign. You’ll play a key role in securing renewals, expanding adoption, and driving growth while serving as a trusted advisor across all phases of the customer lifecycle. You’ll partner closely with Account Executives and cross-functional teams to identify business opportunities, resolve escalations, and ensure long-term customer success. You thrive in a fast-paced environment, act with urgency, and bring a solutions-oriented mindset to every interaction.

This position is an individual contributor role reporting to the Senior Manager, Customer Success Account Management.

Responsibility

• Drive strategic renewal and adoption outcomes for a portfolio of top-tier customers
• Deliver on revenue, bookings, billings and customer value targets
• Identify and mitigate risk early through proactive stakeholder engagement and executive alignment
• Lead win-win renewal negotiations that maintain and grow customer trust
• Conduct regular business reviews to align on goals and highlight value from Docusign solutions
• Own and execute full adoption strategies across customers, leveraging internal cross-functional teams
• Serve as escalation point of contact and guide resolution efforts for any customer concerns
• Partner with Sales, Product, Pricing, Legal, and other teams to develop risk mitigation and growth strategies
• Act as a Docusign subject matter expert to support customer goals and elevate their success
• Evaluate customer usage and behavioral data to prioritize engagement and investment
• Support account planning and surface new growth opportunities with Account Executives
• Travel occasionally (~10%) to deepen customer relationships
• Ensure CRM hygiene and accuracy of forecasts, opportunities, and internal documentation

Job Designation

Remote: Employee is not required to be in or near an office frequentlyand works from a designated remote work location for the majority of thetime.

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

Basic

• BA/BS degree or equivalent work experience
• 8+ years in Sales, Renewal Management, Account Management or Customer Success within SaaS
• Experience negotiating complex, high-value contracts
• Experience with Salesforce

Preferred

• History of meeting/exceeding performance and quota targets
• Familiarity with enterprise deal cycles and working with executive stakeholders
• Experience leading adoption strategies and influencing change across organizations
• Strategic mindset with the ability to articulate value to senior leaders
• High level of adaptability and urgency
• Strong communication, collaboration and relationship-building skills
• Ability to analyze customer data and translate into action
• ROI/value analysis experience

Wage Transparency

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: $106,200.00 – $151,525.00 base salary
Illinois, Colorado, Massachusetts and Minnesota: $100,900.00 – $146,350.00 base salary
Washington, Maryland, New Jersey and New York (including NYC metro area): $100,900.00 – $146,025.00 base salary
Washington DC: $106,200.00 – $146,025.00 base salary
Ohio: $95,900.00 – $139,100.00 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

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.

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