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 As a Senior Customer Account Manager (CSAM), you’ll manage a portfolio of customers within a defined territory, leading both adoption and renewal efforts. You’ll act as a trusted advisor, driving strategic customer success plans, surfacing new opportunities, and maximizing the value customers gain from Docusign’s solutions. You’ll collaborate cross-functionally with Sales, Product, and other internal teams to identify risks, resolve escalations, and ensure customers achieve their desired outcomes. This position is an individual contributor role reporting to the Manager, Customer Success Account Management. Responsibility Engage customers to drive value realization and mitigate churn risk Achieve revenue, bookings, and billings goals through effective renewal and expansion strategies Maintain accurate forecasting and communicate risk and mitigation plans internally Lead successful renewal negotiations that reinforce trust and long-term customer relationships Conduct business reviews that align customer objectives with Docusign solution value Own and execute adoption strategies by partnering with internal stakeholders across the business Serve as the customer’s primary point of contact for escalations and support coordination Collaborate across Sales, Customer Success, Pricing, Legal, Revenue Ops, and Product teams to drive customer outcomes Identify and support account growth opportunities as part of the broader account team Analyze customer usage, data, and health trends to prioritize and focus time effectively Ensure strong internal process execution across CRM hygiene, forecasting, and quoting 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 5+ years of experience in Sales, Account Management, Renewal Management, or Customer Success in SaaS Experience in quota-carrying roles with consistent performance Experience managing deal cycles and operating as a consultative, trusted advisor Preferred Experience leading adoption strategy and acting as a customer change agent Strong contract negotiation skills with a track record of completing deals on time Strategic thinking and the ability to drive executive-level value conversations Strong adaptability to changing priorities High sense of urgency and ability to stay organized and focused Background in Salesforce CRM Strong written and verbal communication skills Ability to clearly convey value and ROI in customer interactions 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 #LI-Remote #LI-SM5