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 Strategic Customer Success Account Manager plays a strategic role in driving customer-centric growth and governance across Docusign's largest and most complex accounts in Brazil. Acting as a trusted advisor and strategic business partner, you will align customer outcomes with Docusign's vision, ensuring long-term retention, expansion, and advocacy.

This position requires a strong Customer First mindset, strategic acumen, and the ability to influence at executive levels. You will lead high-impact governance routines, design multi-year success plans, and foster deep collaboration across internal teams to deliver predictable, scalable, and measurable results.

This is a field-engaged role. The Strategic Customer Success Account Manager is expected to meet customers weekly — both virtually and on-site — to strengthen relationships, ensure adoption, and reinforce Docusign's value realization journey. The role combines strategic governance with hands-on execution, ensuring consistent delivery of customer outcomes with predictability and scalability.

This is an individual contributor role reporting to the Manager, CSAM.

Responsibility

• Serve as a strategic advisor to executive stakeholders, connecting DocuSign's capabilities to their business transformation and value realization goals
• Lead executive governance routines (QBRs, steering committees, joint success plans) to ensure continuous alignment and accountability for outcomes
• Represent the Voice of the Customer internally, shaping product feedback and influencing go-to-market and adoption strategies.
• Build long-term customer success strategies centered on trust, predictability, and measurable business impact
• Lead governance frameworks for renewal management, risk mitigation, and forecasting discipline, ensuring visibility and early risk identification
• Drive renewal excellence by integrating operational rigor and collaboration with Sales, RevOps, Finance, and Legal
• Act as the escalation point for strategic accounts, handling challenges with empathy, transparency, and executive presence
• Ensure all activities align with DocuSign's Customer First principles, prioritizing trust and business value above transactions
• Identify and lead expansion opportunities through data-driven insights and strategic alignment with customer goals
• Design and execute multi-year renewal and expansion strategies with strong negotiation discipline and win/win outcomes
• Partner cross-functionally with Sales, Services, Product, and Marketing to develop customized adoption and growth playbooks
• Coach peers on value-based conversations and enterprise governance routines
• Maintain CRM accuracy and ensure governance compliance across renewals, forecasts, and opportunity management
• Leverage Gainsight and Gong to evaluate account health, engagement patterns, and renewal readiness
• Promote operational consistency and excellence by mentoring Senior CSMs and strengthening team discipline around governance and forecasting
• Contribute to the continuous improvement of Customer Success frameworks, influencing how DocuSign scales customer engagement in Brazil

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

• 8+ years of experience in Customer Success, Enterprise Account Management, or Renewal Management in SaaS environments
• Deep understanding of SaaS metrics (NRR, GRR, usage, adoption) and forecasting rigor
• Fluent in English and Spanish
• Availability to meet customers in person weekly (70%) and virtually (30%) following an organized customer engagement agenda

Preferred

• Proven track record of achieving renewal and expansion goals across strategic enterprise accounts
• Strong negotiation, executive communication, and stakeholder management skills
• Experience using Gainsight and Gong or equivalent customer analytics and engagement platforms
• Strategic thinker capable of connecting customer insights to scalable business outcomes
• Demonstrated ability to lead governance routines across multiple internal stakeholders
• Passion for operational excellence and process improvement in Customer Success
• High sense of ownership, adaptability, and customer empathy

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.

Our global benefits
Paid time off

Take time to unwind with earned days off, plus paid company holidays based on your region.

Paid parental leave

Take up to six months off with your child after birth, adoption or foster care placement.

Full health benefits

Options for 100% employer-paid health plans from day one of employment.

Retirement plans

Select retirement and pension programs with potential for employer contributions.

Learning & development

Grow your career with coaching, online courses and education reimbursements.

Compassionate care leave

Paid time off following the loss of a loved one and other life-changing events.

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