Director, Customer Success Account Management Operations

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).

As a Director, Customer Success Account Management (CSAM) Operations, you will be a highly motivated leader driving operational excellence in support of our North America and LATAM Customer Success organizations. You will partner closely with leaders across Customer Success, GTM Strategy & Operations, Sales, Marketing, and Product. Your mission will be to align initiatives with company strategy, enable data-driven decision-making, and ensure progress visibility.

This role is responsible for leading a globally distributed team of 5-10 resources and overseeing critical initiatives that optimize customer success, enhance operational efficiency, and drive growth.

This position is a people manager role reporting to the Sr. Director, Customer Success Renewal Management Operations.

Responsibility

• Act as the primary Strategy & Operations business partner to the North America and LATAM CSAM organization leader
• Align and interlock with GTM, Sales, Partners, and Customer Success teams to optimize renewal rates across all segments
• Collaborate cross-functionally to design and implement plays, offerings, and programs that drive customer outcomes and value realization
• Evaluate and analyze the effectiveness of the CSAM function, using data to inform decisions and identify improvement opportunities
• Develop a robust customer engagement framework, including actionable reporting and inspection mechanisms
• Define and standardize best-in-class business processes for Customer Success Account Management teams
• Drive alignment across regions, balancing global consistency with regional specificity
• Establish and measure key performance indicators to build a strong financial and operational foundation for the business
• Champion collaboration and inclusivity among cross-functional senior leaders
• Drive the adoption of innovative tools and models to enhance operational excellence
• Represent the North America and LATAM regions in strategic discussions with C-suite leaders and external partners
• Support the development of a Center of Excellence (COE) for Customer Success Operations
• Lead a high-performing team across multiple business areas and global locations
• Be responsible for the short- and long-term strategy, roadmap, and resource planning for your areas of responsibility
• Collaborate with Sales/GTM, Finance, and Operations partners to implement process improvements

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

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

• BS/BA degree in Business Management, Operations, or Accounting/Finance
• 12+ years of experience working at a SaaS company
• 10+ years of experience in Customer Success and/or Management Consulting
• 5+ years leading operational teams within a Service Organization

Preferred

• Experience driving projects from start to finish, delivering large-scale, complex initiatives successfully and on time
• Demonstrated ability to lead large cross-functional teams, mentor, coach, and effectively transfer expertise to others
• Background in customer success, renewal management, support, and consulting services
• Extensive experience planning and deploying both business and technical initiatives in high-growth, performance-focused environments
• Expertise in B2B and B2B2C SaaS companies
• Ability to model business processes using various tools and techniques
• Proactive approach to collaboration across multiple functions and geographies to achieve complex objectives
• Strong influencing skills and ability to build lasting relationships at multiple organizational levels
• Knowledge of Salesforce, Gainsight, and FinancialForce software is advantageous
• Master's degree or equivalent experience
• Demonstrated ability to handle complex sales/GTM problems and implement actionable methodologies supporting revenue goals
• Strong organizational, prioritization, and project management skills
• A natural bias for action, intrinsic ability to handle ambiguity, and perseverance to drive initiatives to completion
• Exceptional ability to derive insights from data, guiding sound decision-making beyond numbers

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: $171,500.00 - $277,025.00 base salary

Illinois: $164,800.00 - $232,750.00 base salary

Washington: $164,800.00 - $242,225.00 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

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

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

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.

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