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Senior Customer Success Account Manager
2 weeks ago
Company Overview: Docusign brings agreements to life. Over 1.5 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 Docusign's Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).
What You'll Do: The Docusign Senior Customer Success Account Manager (CSAM) owns a defined territory of large, high-growth customers and is directly accountable for all renewal outcomes and adoption motions across their portfolio. Acting as a trusted advisor and adoption strategist, the Senior CSAM helps customers realize the full potential of their Docusign investment-driving measurable ROI, reducing risk, and unlocking new paths to digital transformation. This role blends territory management, account management, and commercial acumen within a solution-selling SaaS environment. The Senior CSAM owns the end-to-end renewal process, partnering closely with Account Executives to develop negotiation strategies, execute value-based renewal motions, and identify expansion opportunities that align to customer goals. They bring strong prospecting and sales acumen, applying value-selling principles to uncover whitespace, articulate business impact, and co-create customer success plans that align adoption and commercial outcomes. Senior CSAMs lead quarterly business reviews and engage regularly with key customer stakeholders to align on goals, progress, and value realization. They collaborate cross-functionally with Sales, Customer Support, Solution Consulting, Product, Professional Services, Pricing, Legal, and other internal teams to deliver a world-class customer experience. The ideal candidate thrives in a fast-paced, results-driven environment-demonstrating accountability, strategic thinking, and a passion for helping customers achieve success through intelligent agreement management. This is an individual contributor role reporting to the Senior Manager, Customer Success Account Management.
