Customer Success Account Manager

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).

The Customer Success Account Manager plays a key role in driving customer retention and growth within an assigned portfolio. This role combines relationship management, negotiation expertise, and a strong focus on execution to ensure predictable renewals, customer satisfaction, and value realization. You’ll act as a trusted partner to your customers, managing the CS and renewal lifecycle end-to-end — from identifying risk and opportunity to executing successful win/win negotiations. You’ll collaborate closely with Sales, Partners, and RevOps to strengthen partnerships, maximize revenue, and contribute to Docusign’s Customer First strategy.

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

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  Own and execute a portfolio of renewal contracts within your assigned territory, ensuring timely and predictable outcomes

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  Mitigate churn

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  Implement win/win negotiation strategies that protect customer trust while driving incremental contract value

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  Maintain a clear and accurate rolling forecast of renewal opportunities and communicate risk early to internal stakeholders

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  Identify and mitigate financial attrition proactively through data-driven insights and customer engagement

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  Partner with Account Executives and Customer Success Managers to identify and qualify expansion opportunities at the point of renewal

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  Contribute to account strategy by providing insights on customer trends, competitive dynamics, and adoption challenges

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  Work cross-functionally with teams such as Pricing, Legal, RevOps, and Product Management to ensure renewal success and alignment with company objectives

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  Ensure CRM accuracy, data hygiene, and forecasting discipline across all opportunities

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  Leverage customer data and usage insights to assess renewal health and prioritize actions

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  Follow internal best practices for opportunity management, quoting, and reporting

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  Improve processes continuously to increase efficiency, predictability, and customer experience quality

• Bachelor’s degree or equivalent professional experience

• 2+ years of experience in Renewal Management, Account Management, or Customer Success within a SaaS environment

• Experience in quota-carrying or target-based roles with consistent attainment of KPIs

• Experience supporting renewal or adoption cycles across mid-market or enterprise customers

• Familiarity with Salesforce, Gainsight, or other CRM and success management tools

• Ability to translate data and insights into actionable renewal strategies

• Strong organization, prioritization, and execution discipline

• Excellent written and verbal communication in English and Spanish

• Strong negotiation and customer communication skills

• Ability to manage multiple priorities and deadlines in a fast-paced environment

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.

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.

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