• Lead and develop a team of Customer Success Managers supporting a portfolio of high-touch, enterprise customers • Partner with Sales Regional Vice Presidents (RVPs) to define and execute regional strategy, aligning customer success goals with revenue and growth targets • Establish clear objectives, success metrics, and execution plans to drive consistent team performance • Ensure alignment of goals across the team, keeping the customer journey at the center of all decisions • Identify opportunities to improve, scale, and optimize the customer experience across the region • Collaborate cross-functionally to proactively mitigate customer risk and remove blockers at scale • Influence stakeholders and drive alignment in complex or sensitive situations while maintaining strong relationships • Leverage data and analytics to inform strategic decisions and improve business outcomes • Own monthly business reviews with CS leadership, providing insights into performance, risks, and opportunities • Allocate accounts and resources effectively to ensure balanced coverage and maximize impact • Recruit, mentor, and develop talent - fostering a culture of accountability, growth, and high performance • Coach leaders and CSMs on best practices including executive engagement, value realization, and customer lifecycle management.

• Manage customer book of around $3 million ARR within the logistics service provider (LSP) vertical • Onboard new customers and guide them through product setup, training, and initial usage to ensure successful implementation. • Develop and execute customer success playbooks and resources to drive customer adoption. • Conduct regular stakeholder check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals. • Develop an upsell and renewal strategy based on usage data, stakeholder feedback, and customer goals. • Ensure a high level of revenue retention and expansion. • Partner closely with Sales for largest upsell opportunities. • Quarterly travel for industry conferences, QBRs, and onsite customer meetings • Collaborate with Support and Engineering teams on user issues • Serve as the liaison between customers and internal teams, such as Product, Engineering, and Data teams

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