Senior Customer Success Account Manager
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Job Description
Senior Customer Success Account Manager managing Docusign commercial accounts across Asia. Driving adoption, renewals, retention, and expansion through customer value strategies.
Responsibilities:
- Own a portfolio of customer accounts, including renewal planning, customer engagement, adoption, risk management, forecasting, and growth opportunities
- Build trusted relationships with key customer stakeholders and understand their business priorities, agreement processes, desired outcomes, and measures of success
- Develop and execute account-specific customer success and value plans
- Engage customers early in the renewal cycle, maintain an accurate rolling forecast, and communicate risks with mitigation plans and next steps
- Lead renewal and contract discussions
- Conduct regular business reviews and value conversations connecting Docusign capabilities to customer priorities and measurable outcomes
- Use account health, product usage, customer feedback, commercial data, and behavioral trends to prioritize activity
- Coordinate customer-success escalations through resolution
- Partner with Account Executives to identify, qualify, and progress adoption, cross-sell, and expansion opportunities
- Collaborate with Sales, Customer Success, Pricing, Legal, Revenue Operations, Product Management, Support, and other teams
- Maintain CRM hygiene, opportunity management, data quality, renewal documentation, quotes, and forecasting
- Share customer insights, recurring challenges, and market feedback to improve internal processes and customer outcomes
Requirements:
- 5+ years of experience in Customer Success, Account Management, Renewal Management, Sales, or a related customer-facing SaaS role
- Experience managing a portfolio of commercial or enterprise customers and owning measurable renewal, retention, revenue, or customer-success outcomes
- Experience managing renewal or commercial negotiation cycles from planning through completion
- Experience working in a quota-carrying or target-driven environment, with a track record of meeting or exceeding key performance indicators
- Experience with consultative and value-selling skills, with the ability to connect customer priorities to business outcomes
- Experience analyzing customer usage, health, financial, and relationship signals and translating them into practical actions
- Experience working independently while influencing and coordinating cross-functional teams
- Bachelor's degree or equivalent practical experience
- Experience supporting adoption and business change across complex or distributed organizations
- Experience with agreement management, eSignature, SaaS, workflow automation, or a related technology environment
- Strong contract negotiation skills and experience driving agreements to completion on time
- Experience facilitating executive-level business reviews and persuasive value conversations
- Salesforce or comparable CRM experience
- Experience supporting customers across Asia and navigating different markets, cultures, and buying processes
- Fluency in an additional Asian language relevant to the assigned territory
- Strong written and verbal communication skills, including confidence engaging customer stakeholders at multiple levels
- Excellent organization, prioritization, follow-through, and attention to detail
Benefits:
- Remote work designation; employee works from a designated remote work location for the majority of the time
- Reasonable accommodations for qualified individuals with disabilities
- Religious accommodation during the application process
- Equal opportunity to succeed and be heard
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