ID 2026-28589

Location

JP-Tokyo-Remote

Category

Sales & Partnerships

Position Type

Regular

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).

The Customer Success Manager (CSM) is a high-energy strategy-focused customer advisor responsible for a portfolio of selected strategic and enterprise companies, driving return on our customers’ investment in the Docusign Agreement Cloud and unlocking further modernization across their system of agreement. The CSM will define, develop and execute effective customer adoption and success strategies. The CSM is able to discuss and advise on core functionality and features beyond the fundamentals, and the art of what is possible. Working with resources across the Customer Success organization and Docusign, the CSM helps customers realize business results by serving as the post-sale conduit for our customers.

This position is an individual contributor role reporting to the Manager of Customer Success Management.

Responsibility

• Serve as thought leader, customer advocate and partner to Docusign’s most strategic customers

• Develop and execute success plans in collaboration with Sales and Customer Success partners to reflect a holistic path to a modernized system of agreement

• Analyze usage patterns to provide insights and guidance

• Liaise between customer and internal teams at DocuSign

• Gain consensus with key customer stakeholders

• Measure the results of executed strategies to determine their efficacy

• Drive cross-functional opportunities for adoption growth

• Deliver adoption-related insights and readouts of specific customer outcomes

• Propel execution of “Success Plan” and associated customer interactions

• Identify customer resource requirements and dependencies and address gaps

• Collaborate and communicate with Sales/Support to ensure alignment on plans

• Drive transparency of current execution states for the assigned portfolio

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.

Basic

• BA/BS degree or equivalent work experience

• 8+ years of customer-facing experience managing to successful and proven outcomes

• 5+ years of SaaS experience

• Excellent written and verbal communication skills in both English (business level or above) and Japanese (fluent)

Preferred

• Experience with enterprise platforms such as ECM, Document Management, Contract Management, or BPM systems

• Project management, business process reengineering and change management methodology knowledge and/or first-hand experience

• Salesforce and Gainsight experience

• Excellent written and verbal communication skills

• Ability to conduct value analysis around ROI

• Deep subject matter expertise in at least one industry. This should include fluency in any regulatory or compliance requirements

• Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric

• Ability to build effective strategy (both with our customers and internally) and couple it with execution

• Ability to interact with and influence all levels from individual contributors to executives

• Proven record of meeting performance goals

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.

Applicant and Candidate Privacy Notice

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.

Share on your newsfeed

We can recommend jobs specifically for you! Click here to get started.