Manager, Account Services
DocuSign
Manager, Account Services
- Location
- BR-Remote
- Category
- Customer Support
- 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 Manager of Account Services, you will lead a team of Account Services Experts—both full-time employees and vendor partners—responsible for resolving complex subscription, billing, and account-related inquiries. You will be accountable for operational efficiency, customer satisfaction, and support experience excellence. This includes leveraging automation, optimizing workflows, collaborating cross-functionally with Sales, Finance, Legal, and Product teams, and managing escalations. You will also be responsible for managing vendor operations and driving a culture of continuous improvement through insights and data.
This position is a people manager role reporting to the Director, Account Services.
Responsibility
Lead and develop a high-performing team of Account Services Experts to deliver world-class support across customer and partner inquiries
Partner with Vendor Managers to ensure quality and efficiency across outsourced support operations
Collaborate with Sales, Finance, Legal, and Operations to resolve escalations and complex issues
Use data and automation to scale operations and enhance the customer experience
Monitor KPIs and ensure adherence to service-level agreements (SLAs)
Champion customer feedback by partnering with Product and Supportability teams to improve the product experience
Manage high-impact escalations and serve as the on-call leader during evenings, weekends, and holidays (as needed)
Support continuous improvement through operational change management and feedback loops
Contribute to support strategy and team-level OKRs
Travel up to 10%
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
- 5+ years of experience in a customer support or operational delivery organization
- 2+ years of experience leading teams, including managing FTEs or vendors
- 1+ year experience working in the SaaS or cloud industry
- Bachelor's degree in business, operations, or a related technical field
Preferred
- Experience collaborating with Engineering or Professional Services teams
- Experience with vendor performance management
- Critical thinking, analytical, and problem-solving skills
- Comfortable influencing and engaging executive-level stakeholders
- Agile certification or experience with Agile frameworks
- Demonstrated success in coaching and mentoring team members
- Multilingual capabilities in Docusign-supported languages (e.g., Spanish, Portuguese, English)
- Strong understanding of automation and data-driven decision-making
- Excellent communication skills with the ability to interact at all levels of the business
- Business-level English fluency (verbal and written)
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 accommodations@docusign.com.
If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.