Strategic Customer Success Account Manager

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).

The Strategic Customer Success Account Manager plays a strategic role in driving customer‑centric growth and governance across Docusign’s largest and most complex accounts in Brazil. Acting as a trusted advisor and strategic business partner, you will align customer outcomes with Docusign’s vision, ensuring long‑term retention, expansion, and advocacy. This position requires a strong Customer First mindset, strategic acumen, and the ability to influence at executive levels.

You will lead high‑impact governance routines, design multi‑year success plans, and foster deep collaboration across internal teams to deliver predictable, scalable, and measurable results. This is a field‑engaged role. The Strategic Customer Success Account Manager is expected to meet customers weekly — both virtually and on‑site — to strengthen relationships, ensure adoption, and reinforce Docusign’s value realization journey. The role combines strategic governance with hands‑on execution, ensuring consistent delivery of customer outcomes with predictability and scalability.

This position is an individual contributor role reporting to the Sr. Manager, Customer Success Account Management.

Responsibility

• Champion a data‑driven culture that enables transparency, prioritization, and early risk identification
• Lead, coach, and develop a high‑performing Enterprise Customer Success team, fostering accountability, clarity, and collaboration
• Establish operational frameworks and success metrics to drive governance and consistency across accounts
• Build scalable engagement models that ensure predictability and alignment between customer outcomes and company goals
• Own Enterprise retention, GRR, and NRR targets for Brazil, ensuring performance through disciplined execution and proactive risk management
• Partner with Sales, Rev Ops, Partners and Product teams to identify growth opportunities and improve customer lifecycle efficiency
• Support strategic negotiations and customer escalations, balancing customer trust with business results
• Ensure forecast accuracy, CRM hygiene, and portfolio visibility across the team.
• Leverage Gainsight, Gong, and Salesforce for customer insights, performance tracking, and decision‑making
• Define and monitor key health indicators to predict outcomes and guide strategic actions
• Drive continuous improvement through process optimization, feedback loops, and cross‑functional collaboration
• Act as the operational connector between Enterprise teams in Brazil and regional/global leadership
• Translate global strategies into local execution plans, ensuring scalability and consistency
• Represent Customer Success in strategic planning forums, advocating for customer needs and regional insights
• Meet customers in person weekly (70%) and virtually (30%) following an organized customer engagement agenda

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.

Basic

• 8+ years of experience in Customer Success, Enterprise Account Management, or Renewal Management in SaaS environments
• Experience achieving renewal and…