Strategic Customer Success Account Manager

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 Strategic Customer Success Account Manager (CSAM) is a high-impact, multi-faceted position, responsible for owning a portfolio of strategic accounts and renewals in an assigned territory. The Strategic CSAM serves as a customer adoption adviser, driving a return on our customers investment in Docusign and unlocking further digitalization. Within their defined territory, the Strategic CSAM is responsible for developing and driving effective customer success and value strategies, identifying growth opportunities, negotiating favourable renewal terms, and providing insights to the business and customers that improve future outcomes. The Strategic CSAM is a critical member of the Account team, working in collaboration with our Sales Team (Account Executives). The ideal Strategic CSAM candidate will drive accountability with themselves and their business partners, thriving in a fast-paced environment.

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

Responsibility

• Own a portfolio of [12-20] strategic accounts and serve as the primary post-sale relationship owner
• Build and execute multi-year success plans with clear outcomes, KPIs, and value realization milestones
• Map and engage executive sponsors and cross-functional stakeholders establish governance (steering committees, EBR/QBRs)
• Monitor product health and usage proactively manage risk and drive prescriptive adoption playbooks
• Champion the voice of the customer synthesize feedback and influence product roadmap and prioritization
• Own or co-own renewals and expansion with Sales identify, qualify, and progress upsell/cross-sell opportunities
• Partner with Sales to structure and negotiate renewals/expansions in line with customer outcomes
• Coordinate with Professional Services, Support, Product, and Engineering to resolve escalations and deliver on commitments
• Maintain accurate account plans, forecasts, and activity in SFDC deliver executive-ready value reports
• Develop customer advocates secure references, case studies, and advisory board participation

Basic

7+ years in enterprise Customer Success, Account Management, or Strategic Consulting within B2B SaaS
Proven track record delivering GRACV and ACV targets across strategic/global accounts
Executive presence with experience engaging the C-suite and guiding multi-stakeholder programs
Experience with the renewals ownership, expansion strategy, complex negotiation
Familiarity with enterprise procurement, InfoSec, and compliance
Experience with technical aptitude for integrations, APIs, security, and data flows and able to translate business needs into product solutions
Proficient with CRM/CS tools (e.g., Salesforce, Gainsight) and analytics/BI platforms
Bachelor's degree required

Preferred
Excellent communication, facilitation, and storytelling skills and have strong value quantification and ROI narratives