Senior Manager, Customer Success Management
DocuSign
Senior Manager, Customer Success Management
- Location
- BR-Remote
- Category
- Sales & Partnerships
- Position Type
- Regular
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 the Senior Manager, Customer Success Management, you will lead a high-performing team responsible for the post-sale customer lifecycle, focusing on translating strategy to scale. You will oversee a large team of professional individual contributors charged with driving product adoption and business value realization for our strategic enterprise customers. In this role, you will translate functional OKRs into clear, scalable projects and roadmaps, operating with a 3-6 month strategic focus. You will anticipate risks and shifts, ensuring smooth execution while leading cross-functional teams to deliver impactful results at scale. Beyond daily people management, you will shape cross-functional strategies and align multiple teams toward shared objectives, identifying systemic issues that degrade the customer experience and driving corrective action. You will foster a culture of problem-solving and normalizing debate, ensuring your team collaborates effectively with Sales, Product, and Engineering to maximize customer investment.
This position is a people manager role reporting to the Vice President, Customer Success Account Management.
Responsibility
Drive the consistent execution of standardized adoption playbooks across the team to ensure a uniform customer experience. You will be responsible for the integrity of activity tracking within the CSM platform (e.g., Gainsight, Salesforce), ensuring the team accurately logs milestones to provide a clear, data-driven view of customer health and progress
Translate high-level functional strategies into clear, scalable execution plans. You will proactively identify key areas for innovation aligned with business goals, fostering accountability by setting and driving area goals for your team
Manage and develop a large team of professional Customer Success Managers. You will mentor and develop talent, participating actively in hiring and team growth, while modeling empathy and coaching others to approach differences with awareness and respect
Coach your team to implement targeted strategies and playbook-driven interventions that ensure widespread product usage. You will use activity-based insights to influence prioritization and design decisions, identifying systemic issues that degrade customer experience
Foster a team environment where courageous, respectful debate is normalized to resolve friction points. You will drive alignment on vision and outcomes for complex initiatives, proactively resolving conflicts with partners in Sales and Professional Services
Drive solutions and continuous improvement through structured, data-driven approaches that enhance workflows and reduce inefficiencies. You will maintain high-level accountability for the consumption and usage metrics tied to revenue commitments
Serve as a trusted advisor and escalation point, collaborating cross-functionally to solve complex challenges. You will guide your team in securing executive alignment, ensuring they act as strategic advisors who bring industry best practices to customer relationships
Act as a tireless internal advocate for the customer, ensuring team-led solutions address both stated and unstated customer problems. You will lead without authority, navigating across silos to drive alignment among diverse stakeholders
Establish and enforce standard practices for scope and decision ownership. You will evaluate, responsibly adopt, and help scale technical tools (including AI solutions) to boost team efficiency and impact
Lead with transparency - especially when communicating difficult messages - to foster trust and psychological safety. You will oversee regional workstreams with considerable independence, balancing short-term tactical needs with long-term strategic objectives
Lead the team through organizational change and market shifts, inspiring them to embrace uncertainty and new opportunities. You will model resilience, framing setbacks as learning moments to maintain team engagement and momentum
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
12+ years of experience within Sales, Account Management, or Customer Success - ideally within SaaS offerings
3+ years of leadership experience, specifically managing large teams of professional individual contributors (7 or more ICs)
Experience leading teams delivering complex, high-impact projects with broad organizational influence
Experience in driving adoption, organizational change management, and measuring ROI for complex enterprise accounts
Experience leading an adoption strategy across organizations, serving as a change agent for the customer
Preferred
Demonstrated ability to translate functional OKRs into scalable roadmaps and execution plans
Experience with AI/machine learning technologies and implementing best practices to embed continuous learning
Proven ability to resolve situations that are broadly defined, complex, and occasionally unprecedented
Strong commercial acumen and the ability to coach teams on identifying strategic expansion opportunities
Fluency in key customer-facing analytics (Salesforce, Gainsight) and business intelligence tools
Excellent communication skills with the ability to normalize debate and guide others on giving and receiving feedback effectively
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 [email protected].
If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance.
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