Director, Customer Success Account Management

Docusign provides intelligent agreement management and e-signature and contract lifecycle management solutions to organizations worldwide. The Director, Customer Success Account Management will lead a large Customer Success organization, set regional strategy, drive product adoption and business value realization, and oversee performance, transformation, talent development, and executive customer relationships.

Responsibilities:

• Lead, coach, and develop a high-performing organization of managers and strategic individual contributors
• Translate global Customer Success objectives into a comprehensive regional strategy focusing on long-term NRR and GRR
• Design and implement the frameworks used by the organization to measure and communicate ROI for the IAM platform
• Drive the evolution of success playbooks, leveraging AI-driven insights to improve organizational efficiency and impact
• Serve as the executive sponsor for high-value accounts, navigating complex commercial and technical escalations while building long-term trust
• Partner with VPs and Directors across Sales, Product, and Marketing to influence the product roadmap and go-to-market strategy
• Own the delivery of key performance indicators (KPIs) for your segment, including adoption rates, health scores, and consumption targets
• Foster a collaborative environment that encourages agreement excellence and pioneers new ways to leverage AI and machine learning
• Mentor and develop senior talent, modeling empathy and coaching others to approach differences with awareness and respect
• Lead with transparency to foster trust and psychological safety, especially when communicating difficult messages
• Frame setbacks as learning moments to maintain team engagement and momentum through organizational change
• Establish and enforce standard practices for scope and decision ownership across the segment

Requirements:

• BA/BS degree or equivalent work experience
• 12+ years of experience in Customer Success, Account Management, or Consulting within a global SaaS environment
• 7+ years of people management experience, including a proven track record of managing other people managers
• Experience leading large-scale business transformations and digital adoption strategies
• Experience managing the performance and growth of a $100M+ book of business
• 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
• 15+ years of experience in Customer Success, Account Management, or Management Consulting
• Proven ability to operate at a 6–12 month strategic planning horizon while maintaining operational rigor
• Expertise in leading large organizations through significant product, structural, or market shifts
• Exceptional ability to influence C-suite executives both internally and externally
• Advanced proficiency in using Gainsight and Salesforce to drive organizational strategy and predictive health models
• Deep knowledge of e-signature, CLM, and AI-driven Intelligent Agreement Management (IAM) workflows