Customer Success Manager II

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 Customer Success Manager is the ultimate champion for our most complex enterprise customers, helping them leverage Docusign's IAM platform with agentic capabilities and unlocking the power of their agreement data. Operating as a transformative advisor with a strong point of view, you will prescribe how organizations can best deploy agentic solutions, optimize intelligent workflows, and drive measurable impact. By proactively guiding customers through adoption challenges, you will build deep organizational credibility while establishing a long-term strategic partnership. In doing so, you will orchestrate cross-functional internal teams to align Docusign’s roadmap directly with customer business objectives. Ultimately, your leadership will secure long-term account retention and naturally lay the groundwork for future expansion in partnership with Sales. This position is an individual contributor role reporting to Senior Manager Customer Success. Responsibility Be responsible for the creation and execution of a mutually agreed Customer Success Plan (CSP) to improve and ensure rapid time-to-value across all deployments, aligning Docusign's capabilities directly with the customer's strategic business outcomes Partner with customers to co-author, execute, and continuously refresh their future solution roadmap, ensuring active use cases directly support the objectives of the Customer Success Plan (CSP) to drive toward their strategic business outcomes Serve as a trusted advisor to bring thought leadership and align Docusign's long-term capabilities with the customer's evolving vision, ensuring executive alignment on the path forward Be responsible for proactively monitoring and analyzing product usage data to implement targeted adoption strategies and manage consumption metrics, ensuring the customer fully utilizes their contracted features Educate customers on product innovation and newly released capabilities, partnering with them to strategically integrate these advancements into their active agreement workflows to drive ongoing impact Ensure the customer is actively utilizing their services entitlements, validating that project implementations and Professional Services engagements continuously align with the roadmap and deliver the defined business outcomes Partner with Sales and the customers’s chosen solution partners to uncover adjacent, high-value use cases that drive deeper platform adoption and lay the groundwork for account expansion Identify and mitigate organizational and adoption risks early by leveraging strong executive presence to guide customers through complex technical or adoption challenges Own the end-to-end mitigation strategy, clearly presenting potential approaches, trade-offs, and recommended solutions to secure executive buy-in and drive positive business outcomes Orchestrate internal stakeholders across Sales, TAMs, Professional Services/Partners, and Product/Engineering to align on success plans, maintain account health, and execute joint adoption growth strategies Act as the primary internal advocate for the customer's needs, driving transparency and removing friction points across teams Leverage product usage metrics, account history, and solution knowledge to build a strong retention strategy in active preparation for the renewal cycle with the Account Executive and Renewal Manager 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. What you bring Basic BA/BS degree or equivalent work experience 8+ years of customer-facing experience in a post-sales capacity managing complex enterprise accounts 5+ years of experience specifically in Enterprise Customer Success, Strategic Account Management, or Management Consulting within a SaaS organization Demonstrated experience in driving platform adoption, organizational change management, and measuring value/ROI for complex, multi-product enterprise accounts Excellent communication, presentation, and strategic planning skills Proven ability to build strong relationships and influence senior-level stakeholders (VP, C-level) Travel +/- 20% Preferred Proven ability to develop and execute a formal Customer Success Plan that aligns with customer corporate strategy Deep domain expertise in agreement workflows, Contract Lifecycle Management (CLM), or legal operations, and/or deep vertical expertise in target enterprise sectors (e.g., Financial Services, Healthcare, or Public Sector), including fluency in relevant regulatory and compliance frameworks Strong business acumen with a track record of uncovering adjacent customer use cases to support account expansion in partnership with Sales Hands-on experience with Salesforce and modern customer success platforms or product analytics tools to drive data-informed adoption strategies Proven ability to balance high-level strategic vision with hands-on execution to achieve long-term account health and measurable value realization 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: $111,000.00 - $158,400.00 base salary Illinois, Colorado, Massachusetts and Minnesota: $104,200.00 - $151,075.00 base salary Washington, Maryland, New Jersey and New York (including NYC metro area): $104,200.00 - $152,700.00 base salary Washington DC: $111,000.00 - $152,700.00 base salary Ohio: $100,400.00 - $145,550.00 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 Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship. 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. Applicant and Candidate Privacy Notice States Not Eligible for Employment This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming. EEO Statement It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category. EEO Know Your Rights poster