Manager, 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 Manager, Customer Success Account Management is responsible for leading and developing a high-performing team of Customer Success Managers focused on driving retention, adoption, and growth across strategic accounts with a Customer first mindset. This role combines strategic leadership, operational discipline, and customer-centric vision to ensure DocuSign delivers measurable impact for our customers and sustained results for the business.

You will act as the bridge between our customers, cross-functional teams, and senior leadership — ensuring alignment on goals, execution consistency, and an exceptional customer experience.

This is a leadership role that requires regional presence. The Manager, CSAM is expected to engage regularly with customers and team members across LATAM — both virtually and on-site — ensuring alignment, visibility, and connection between strategy and execution.

This is a people manager role reporting to the Senior Director, Customer Success Account Management.

Responsibility

• Lead, coach, and develop a team of Senior and Mid-level Customer Success Managers across LATAM
• Define success frameworks, playbooks, and KPIs that align with business objectives and customer outcomes
• Foster a performance-driven culture focused on collaboration, accountability, and continuous improvement
• Partner with Sales, Product, and RevOps leadership to align territory strategies and maximize impact across regions
• Drive regional retention and expansion targets through proactive portfolio management and risk mitigation
• Support complex negotiations and high-value renewals, ensuring win/win outcomes and long-term partnerships
• Oversee customer adoption and value realization programs, ensuring that teams are consistently delivering impact
• Identify opportunities for scalable engagement models and customer programs across LATAM
• Ensure forecasting accuracy and CRM data quality across the team
• Use data and insights from Gainsight, Gong, and Salesforce to monitor health, performance, and trends
• Collaborate cross-functionally to streamline processes, remove execution blockers, and improve the customer journey
• Represent the CS organization in internal governance and regional strategy discussions

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

• Strategic thinker with the ability to translate business goals into operational execution
• 5+ years of experience in Customer Success, Account Management, or Sales within SaaS or technology companies
• 3+ years of experience leading teams or managing people in a regional or global environment
• Fluent in English and Spanish

Preferred

• Proven success driving retention, adoption, and growth across enterprise accounts
• Strong leadership, coaching, and stakeholder management skills
• Demonstrated success operating in matrix organizations and cross-functional environments
• Experience with Gainsight, Gong, and Salesforce to manage performance and customer health insights
• Excellent communication and executive presence, capable of influencing across all levels of the organization
• High sense of urgency, ownership, and adaptability in fast-paced, changing environments

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

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at for assistance.

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