Strategic Customer Success Manager

DocuSign
United States
Workplace: RemoteFull timeUSD 114,400 - 179,800 annuallyFunction: Customer Success & Account ManagementExperience: 8+ yearsEducation: bachelorsSkills: ["Communication","Presentation","Strategic planning","Relationship building","Executive presence","Risk mitigation"]

Own enterprise customer success for complex deployments of the IAM platform, driving rapid time-to-value through a mutually agreed Customer Success Plan. Co-author and continuously refresh customer solution roadmaps, monitor usage and adoption metrics, and mitigate adoption and organizational risks with clear recommendations for executive buy-in. Partner cross-functionally with Sales, TAMs, Professional Services/partners, and Product/Engineering to align roadmaps, secure retention, and expand account value.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
DocuSign
DocuSign
1 day ago

Strategic Customer Success Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own enterprise customer success for complex deployments of the IAM platform, driving rapid time-to-value through a mutually agreed Customer Success Plan. Co-author and continuously refresh customer solution roadmaps, monitor usage and adoption metrics, and mitigate adoption and organizational risks with clear recommendations for executive buy-in. Partner cross-functionally with Sales, TAMs, Professional Services/partners, and Product/Engineering to align roadmaps, secure retention, and expand account value.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Create and execute a mutually agreed Customer Success Plan (CSP) to improve time-to-value across deployments aligned to customer business outcomes.
  • •Co-author, execute, and continuously refresh future solution roadmaps to ensure active use cases support CSP objectives.
  • •Monitor and analyze product usage data to implement targeted adoption strategies and manage consumption metrics.
  • •Serve as a trusted advisor by providing thought leadership and aligning long-term capabilities to the customer’s evolving vision, including executive alignment.
  • •Orchestrate cross-functional stakeholders (Sales, TAMs, Professional Services/partners, Product/Engineering) to maintain account health, drive joint adoption growth, and support retention/renewal planning.
Travel: Medium travel

Pay and Benefits

Salary: USD 114,400 - 179,800 annually
Equity and Bonus:Equity
Perks:Paid LeavePaid ParentalHealth InsuranceRetirementLearning BudgetCompassionate Care

Key Requirements

  • •8+ years of customer-facing experience in a post-sales capacity managing complex enterprise accounts.
  • •5+ years in Enterprise Customer Success, Strategic Account Management, or Management Consulting within a SaaS organization.
  • •Experience driving platform adoption, organizational change management, and measuring value/ROI for complex, multi-product enterprise accounts.
  • •Experience building strong relationships and influencing senior-level stakeholders (VP, C-level).
  • •Hands-on experience with Salesforce and modern customer success platforms or product analytics tools.
Experience:8+ yearsSaaS
Education:Bachelor's
Skills:CommunicationPresentationStrategic planningRelationship buildingExecutive presenceRisk mitigation
Tech Stack:Salesforce

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