Director, Customer Success Account Management

DocuSign
California
Workplace: RemoteFull timeUSD 141,000 - 231,625 annuallyFunction: Customer Success & Account ManagementExperience: 12+ yearsEducation: bachelorsSkills: ["Leadership","Coaching","Strategic planning","Accountability","Influencing executives"]

Lead a large Customer Success segment focused on long-term product adoption and business value realization. Manage people managers and strategic individual contributors, translating global objectives into regional strategies to drive NRR and GRR. Build ROI measurement frameworks for the IAM platform, evolve success playbooks using AI-driven insights, and serve as executive sponsor for high-value customer escalations. Partner across Sales, Product, and Marketing while owning KPIs and organizational health.

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FursaFursa
DocuSign
DocuSign
2 days ago

Director, Customer Success Account Management

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Lead a large Customer Success segment focused on long-term product adoption and business value realization. Manage people managers and strategic individual contributors, translating global objectives into regional strategies to drive NRR and GRR. Build ROI measurement frameworks for the IAM platform, evolve success playbooks using AI-driven insights, and serve as executive sponsor for high-value customer escalations. Partner across Sales, Product, and Marketing while owning KPIs and organizational health.
Location: California
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Lead, coach, and develop a high-performing organization of managers and strategic individual contributors.
  • •Translate global Customer Success objectives into regional strategy focused on long-term NRR and GRR.
  • •Design and implement measurement frameworks to track and communicate ROI for the IAM platform.
  • •Drive the evolution of success playbooks using AI-driven insights to improve efficiency and impact.
  • •Serve as executive sponsor for high-value accounts, navigating complex commercial and technical escalations and building long-term trust.

Pay and Benefits

Salary: USD 141,000 - 231,625 annually
Equity and Bonus:Equity
Perks:Paid LeaveParental LeaveHealth InsuranceRetirementLearning BudgetCompassionate Leave

Key Requirements

  • •Basic BA/BS degree or equivalent work experience.
  • •12+ years of experience in Customer Success, Account Management, or Consulting in a global SaaS environment.
  • •7+ years of people management experience, including a proven track record managing other people managers.
  • •Experience leading large-scale business transformations and digital adoption strategies.
  • •Advanced proficiency using Gainsight and Salesforce to drive organizational strategy and predictive health models.
Experience:12+ yearsSaaSGlobal SaaSCustomer successAccount managementConsulting
Education:Bachelor's
Skills:LeadershipCoachingStrategic planningAccountabilityInfluencing executives
Languages:English
Tech Stack:GainsightSalesforceAI-driven insightsMachine learningIntelligent Agreement Management (IAM)E-signatureCLM

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

DocuSign
Provides a cloud-based electronic signature and intelligent agreement management platform that automates document workflows, identity verification, contract lifecycle management, and agreement analytics for enterprises and individuals worldwide.
Industry: LegalTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2003
Glassdoor
Glassdoor: 3.6
WebsiteLinkedInGlassdoor