Senior Manager, Customer Success Management
DocuSign
Senior Manager, Customer Success Management
- Location
- US-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 Senior Director of Customer Success Management.
Responsibility
Drive the consistent execution of standardized adoption playbooks across the team to ensure a uniform customer experience
Track within the CSM platform (e.g., Gainsight, Salesforce)and ensure 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
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
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
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
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
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
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
Lead without authority, navigating across silos to drive alignment among diverse stakeholders
Establish and enforce standard practices for scope and decision ownership
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
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
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
8+ 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)
Proven track record of 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
Wage Transparency
Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.
Based on applicable legislation, the below details pay ranges in the following locations:
California: $146,000.00 - $221,675.00 base salary
Illinois, Colorado, Massachusetts and Minnesota: $143,700.00 - $208,350.00 base salary
Washington, Maryland, New Jersey and New York (including NYC metro area): $143,700.00 - $211,700.00 base salary
Washington DC: $146,000.00 - $211,700.00 base salary
Ohio: $134,700.00 - $195,300.00 base salary
This role is also eligible for the following:
- Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
- Stock: This role is eligible to receive Restricted Stock Units (RSUs).
Global benefits provide options for the following:
- Paid Time Off: earned time off, as well as paid company holidays based on region
- Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
- Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
- Retirement Plans: select retirement and pension programs with potential for employer contributions
- Learning and Development: options for coaching, online courses and education reimbursements
- Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events
Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.
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.
States Not Eligible for Employment
This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.
EEO Statement
It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.