Director, Customer Success Account Management

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 Director, Customer Success Management is a high-impact leadership role responsible for the strategic direction and operational success of a large Customer Success segment. You will lead a high-performing organization of people managers and strategic individual contributors, ensuring the organization drives world-class product adoption and business value realization. You focus on the long-term health of the business, operating with a 6–12 month strategic horizon. In this role, you will act as a change agent, fostering a culture of innovation, accountability, and continuous professional development. You will oversee regional workstreams with considerable independence, balancing short-term tactical needs with long-term strategic objectives. You will identify systemic issues that degrade the customer experience and drive corrective action across the function. This position is a people manager role reporting to the Senior Director, Customer Success Management. Responsibility Lead, coach, and develop a high-performing organization of managers and strategic individual contributors Translate global Customer Success objectives into a comprehensive regional strategy focusing on long-term NRR and GRR Design and implement the frameworks used by the organization to measure and communicate ROI for the IAM platform Drive the evolution of success playbooks, leveraging AI-driven insights to improve organizational efficiency and impact Serve as the executive sponsor for high-value accounts, navigating complex commercial and technical escalations while building long-term trust Partner with VPs and Directors across Sales, Product, and Marketing to influence the product roadmap and go-to-market strategy Own the delivery of key performance indicators (KPIs) for your segment, including adoption rates, health scores, and consumption targets Foster a collaborative environment that encourages agreement excellence and pioneers new ways to leverage AI and machine learning Mentor and develop senior talent, modeling empathy and coaching others to approach differences with awareness and respect Lead with transparency to foster trust and psychological safety, especially when communicating difficult messages Frame setbacks as learning moments to maintain team engagement and momentum through organizational change Establish and enforce standard practices for scope and decision ownership across the segment 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 12+ years of experience in Customer Success, Account Management, or Consulting within a global SaaS environment 7+ years of people management experience, including a proven track record of managing other people managers Experience leading large-scale business transformations and digital adoption strategies Experience managing the performance and growth of a $100M+ book of business Preferred 15+ years of experience in Customer Success, Account Management, or Management Consulting Proven ability to operate at a 6–12 month strategic planning horizon while maintaining operational rigor Expertise in leading large organizations through significant product, structural, or market shifts Exceptional ability to influence C-suite executives both internally and externally Advanced proficiency in using Gainsight and Salesforce to drive organizational strategy and predictive health models Deep knowledge of e-signature, CLM, and AI-driven Intelligent Agreement Management (IAM) workflows 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: $152,700.00 - $231,625.00 base salary Illinois, Colorado, Massachusetts and Minnesota: $148,300.00 - $215,050.00 base salary Washington, Maryland, New Jersey and New York (including NYC metro area): $148,300.00 - $221,400.00 base salary Washington DC: $152,700.00 - $221,400.00 base salary Ohio: $141,000.00 - $204,450.00 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 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. 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. Equal Opportunity Employer 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