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 The Manager, Customer Success Account Management (M3) is a people leadership role responsible for managing key aspects of the post-sale customer lifecycle, focused on retention and growth. This leader will manage a team of individual Customer Success Account Managers (CSAMs), and be responsible for their growth, development, and enablement. You will be a customer-first leader, dedicated to improving the customer experience through intentional playbooks and processes while building a collaborative, results-driven team culture. This position is a people manager role reporting to the Senior Manager, Customer Success Account Management. Responsibility - Lead a team of individual CSAMs, taking responsibility for their professional growth, development, and performance - Hire and develop talent to meet established retention and growth targets - Achieve financial and strategic revenue, bookings, and billings targets for assigned quotas - Maintain and update an accurate rolling retention and churn forecast of the team’s territory and communicate risks to leadership - Implement scalable processes and playbooks that drive team metrics and improve customer outcomes - Champion initiatives to improve gross retention and upsell outcomes by partnering closely with leaders across the Docusign ecosystem - Serve as a customer escalation point for the team to drive satisfaction and successful negotiations while enhancing customer trust - Set the culture, pace, and expectations for your individual team 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 Sales, Renewal Management, and/or Customer Success, ideally within a SaaS model - 1+ years of experience in a people leadership or team lead capacity - Proven track record of meeting performance goals in a field organization with financial targets - Experience with sales methodologies used to consult with clients, present proposals, and negotiate terms - BA/BS degree Preferred - Ability to manage and coach a team through the entire customer journey, from implementation to renewal and deal signing - Experience with enterprise platforms (ECM, CLM, BPM) and AI/machine learning technologies - Knowledge of leading change methodologies and first-hand experience leading adoption strategies - Background using data and analytics (Salesforce, Gainsight) for decision-making and result management - Self-motivated, highly collaborative, and capable of resolving complex, unprecedented situations 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: $129,200.00 - $192,750.00 base salary Illinois, Colorado, Massachusetts and Minnesota: $127,700.00 - $185,225.00 base salary Washington, Maryland, New Jersey and New York (including NYC metro area): $127,700.00 - $187,400.00 base salary Washington DC: $129,200.00 - $187,400.00 base salary Ohio: $122,500.00 - $177,625.00 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. Applicant and Candidate Privacy Notice 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. Equal Opportunity Employer 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. EEO Know Your Rights poster #LI-Remote

• Manage a high volume of customers using one-to-many communication strategies • Segment accounts and tailor engagement based on lifecycle stage and product usage • Maintain visibility into portfolio health via CRM/CS tools • Monitor churn risk through behavioral signals and health scores • Deploy automated renewal readiness campaigns and escalation workflows • Coordinate with Sales/Renewals on scaled renewal plays and messaging • Identify product-qualified leads (PQLs) and usage-based expansion opportunities • Trigger in-app messages, emails, or nurture campaigns to promote expansion • Collaborate with Sales to transition qualified opportunities • Guide customers to the right support resources (self-serve or live) • Triage and route issues when automation fails, escalating critical items as needed • Surface common support themes to improve FAQs and content • Build and launch onboarding journeys and adoption campaigns at scale • Monitor usage metrics and proactively engage underutilizing accounts • Leverage in-app guides, videos, and webinars to drive feature adoption • Cultivate digital relationships through community engagement, newsletters, and events • Respond to customer inquiries and feedback via email, surveys, or webinars • Collect and act on sentiment and Voice of Customer (VoC) data • Identify ways to improve lifecycle automation, segmentation logic, and engagement flows • Work with CS Ops to optimize systems, playbooks, and reporting • Contribute to process documentation and customer journey mapping • Partner with Product and Marketing to align campaigns and messaging • Share customer insights to influence roadmap and content priorities • Collaborate with CS Ops on playbook triggers and system improvements • Partner with CX team on scaled CS KPIs: email open rates, campaign engagement, adoption lifts • Maintain accurate data in CRM and CS platforms (e.g., Gainsight) • Use insights to iterate on customer programs and journeys with CX team

Role Description As a Senior Client Success Manager, you will serve as the primary relationship owner for a portfolio of strategic accounts. You will act as the strategic point of contact throughout the client journey—leading onboarding, driving business outcomes, conducting business reviews, preparing for renewals, and identifying growth opportunities. Your goal is to ensure each client achieves measurable success with Rithum, while building strong partnerships that drive satisfaction, retention, and long-term value. - Serve as the primary relationship owner for a portfolio of strategic accounts across the full lifecycle—from onboarding through renewal and expansion. - Understand and align to each client’s business objectives, industry context, and success measures. - Conduct regular business reviews and success checkpoints to communicate progress and reinforce impact. - Proactively engage clients to understand their evolving needs and position Rithum’s offerings accordingly. - Manage escalations with professionalism, urgency, and confidence to maintain strong client trust. Qualifications - 3+ years of experience in client success, renewals, or account management in a B2B SaaS environment. - Demonstrated ability to support strategic accounts—clients with broad, complex stakeholder landscapes, high expectations for partnership, and significant revenue potential. - Strong executive presence and experience managing escalations and high-stakes conversations with senior client stakeholders. - Demonstrated proficiency in client relationship management, communication, and internal collaboration. - Strong verbal and written communication skills, including the ability to engage and influence client stakeholders at multiple levels. - Contract management and renewal experience, partnering with procurement teams or legal stakeholders. - Familiarity with strategic account planning and enterprise procurement or legal processes. - Excellent organizational skills and the ability to manage multiple priorities effectively. - High proficiency with Salesforce and related tools to manage account workflows and maintain data accuracy. - Prior eCommerce or eCommerce SaaS experience. Requirements - Bachelor's degree in business, Marketing, Communications, or related field. - 5+ years of progressive experience in client-facing roles, with a demonstrated growth path to support increasingly complex and strategic accounts. - Experience supporting client enablement and training and using data-driven insights to guide decisions. - Proficiency with Client Success platforms (e.g., Gainsight) and the ability to leverage client data (NPS, CSAT, adoption metrics) to manage risk and drive impact. Benefits - Medical, dental and vision benefits: Affordable health care plans and company HSA contributions, starting on Day 1. - A 6% 401(k) match. - Competitive time off package with 20 days of Paid Time Off, 9 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; at 3 years of service PTO increases to 22 days, and at 5 years it increases to 25 days. - 12 weeks primary caregiver leave & 4 weeks secondary caregiver leave. - Accident, critical illness, and hospital indemnity insurance. - Pet insurance. - Legal assistance and identity theft insurance plans. - Life insurance 2x salary. - Access to the Calm app and the Employee Assistance Program. - $65/month Remote work stipend for internet. - Culture and team-building activities. - Tuition assistance. - Career development opportunities. - Charitable contribution match up to $250 per year.

Role Description As a Senior Client Success Manager, you will serve as the primary relationship owner for a portfolio of strategic accounts. You will act as the strategic point of contact throughout the client journey—leading onboarding, driving business outcomes, conducting business reviews, preparing for renewals, and identifying growth opportunities. Your goal is to ensure each client achieves measurable success with Rithum, while building strong partnerships that drive satisfaction, retention, and long-term value. This role requires strong communication, executive presence, commercial acumen, and cross-functional collaboration with Sales, Legal, Product, and Support to deliver results for our clients and for Rithum. As a senior team member, you will also coach and mentor less experienced Client Success Managers, helping elevate the overall team’s capabilities and execution. Responsibilities - Client Relationship Ownership - Serve as the primary relationship owner for a portfolio of strategic accounts across the full lifecycle—from onboarding through renewal and expansion. - Understand and align to each client’s business objectives, industry context, and success measures. - Conduct regular business reviews and success checkpoints to communicate progress and reinforce impact. - Proactively engage clients to understand their evolving needs and position Rithum’s offerings accordingly. - Manage escalations with professionalism, urgency, and confidence to maintain strong client trust. - Client Success Management - Lead onboarding and implementation efforts, ensuring a strong start through customized guidance and strategic alignment. - Build consultative relationships that connect Rithum’s solutions to the client’s business strategy and challenges. - Monitor account health using data and client insights to proactively identify risks and develop mitigation strategies. - Facilitate enablement sessions that improve product adoption and drive business outcomes. - Partner cross-functionally with internal teams to surface client feedback and influence roadmap priorities. - Coach and mentor less experienced Client Success Managers to support team growth and consistency. - Growth & Expansion - Identify and nurture opportunities for upsell and cross-sell that align to the client’s strategic goals and current usage. - Partner with Account Executives to support account planning and execute expansion strategies. - Position new capabilities and services in the context of client needs and competitive pressures. - Support the development of growth plans that help clients realize additional value from their investment in Rithum. - Renewals Management - Own and execute the renewal process for each account, ensuring accuracy, timeliness, and alignment with client expectations. - Collaborate with Sales, Legal, and Finance on contract terms, packaging changes, pricing, and approvals. - Provide clear, early forecasts of renewal likelihood and engage proactively to address risks. - Navigate renewal conversations with client stakeholders with transparency and a focus on long-term value. Qualifications - 3+ years of experience in client success, renewals, or account management in a B2B SaaS environment. - Demonstrated ability to support strategic accounts—clients with broad, complex stakeholder landscapes, high expectations for partnership, and significant revenue potential. - Strong executive presence and experience managing escalations and high-stakes conversations with senior client stakeholders. - Demonstrated proficiency in client relationship management, communication, and internal collaboration. - Strong verbal and written communication skills, including the ability to engage and influence client stakeholders at multiple levels. - Contract management and renewal experience, partnering with procurement teams or legal stakeholders. - Familiarity with strategic account planning and enterprise procurement or legal processes. - Excellent organizational skills and the ability to manage multiple priorities effectively. - High proficiency with Salesforce and related tools to manage account workflows and maintain data accuracy. - Prior eCommerce or eCommerce SaaS experience. Preferred Qualifications - Bachelor's degree in business, Marketing, Communications, or related field. - 5+ years of progressive experience in client-facing roles, with a demonstrated growth path to support increasingly complex and strategic accounts. - Experience supporting client enablement and training and using data-driven insights to guide decisions. - Proficiency with Client Success platforms (e.g., Gainsight) and the ability to leverage client data (NPS, CSAT, adoption metrics) to manage risk and drive impact. Travel Required - Up to 10% Benefits - Medical, dental and vision benefits: Affordable health care plans and company HSA contributions, starting on Day 1. - A 6% 401(k) match. - Competitive time off package with 20 days of Paid Time Off, 9 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; at 3 years of service PTO increases to 22 days, and at 5 years it increases to 25 days. - 12 weeks primary caregiver leave & 4 weeks secondary caregiver leave. - Accident, critical illness, and hospital indemnity insurance. - Pet insurance. - Legal assistance and identity theft insurance plans. - Life insurance 2x salary. - Access to the Calm app and the Employee Assistance Program. - $65/month Remote work stipend for internet. - Culture and team-building activities. - Tuition assistance. - Career development opportunities. - Charitable contribution match up to $250 per year.