Scaled Customer 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).

As the Customer Success Specialist, you are an extension of the Customer Success Account Management (CSAM) team who oversee an incoming queue of requests. Their primary function is to connect customers with the right resources while ensuring an outstanding customer experience, as measured by NPS, net revenue retention, referrals, and product usage indicators. The Customer Success Specialist performs just‑in‑time tactical account management activities.

They collaborate with other team members to coordinate successful customer engagement, product enablement, and demonstrate value across the entire customer journey. The role is an individual contributor position reporting to the Manager, Scaled Customer Management.

• Conduct 1‑to‑1 customer engagements focused on product adoption, value realization, and satisfaction
• Prepare for meetings using customer goals, usage data, and support history
• Follow defined success plans and frameworks to guide customers toward adoption milestones and retention drivers
• Use consultative techniques to align Docusign solutions with customer goals, pain points, and industry‑specific use cases
• Identify growth opportunities and recommend feature adoption paths that support long‑term business objectives
• Influence renewal readiness by driving successful product usage and showcasing best practices
• Collaborate with Product, Support, Renewals, and Sales to ensure a seamless, coordinated customer experience
• Escalate blockers or recurring issues to senior team members and functional leads as needed
• Maintain accurate engagement records and follow‑ups in Salesforce and Gainsight
• Consistently meet performance targets related to engagement volume, CSAT, and adoption outcomes
• Build trust through clear, responsive communication and product expertise
• Promote use of self‑service resources and advocate for follow‑up sessions to drive deeper adoption
• Maintain strong product knowledge and stay informed on relevant customer industries and challenges
• Support or lead product showcase sessions and webinars to promote advanced features and use cases

Hybrid:
Employee divides 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.

• 2+ years of experience in a customer‑facing role such as Customer Success, Account Management, or Support, preferably in a SaaS or technology environment
• Experience conducting consultative customer engagements focused on product adoption, value realization, and satisfaction
• Experience with customer engagement platforms (e.g., Salesforce, Gainsight) for tracking activities, documenting outcomes, and managing tasks
• Experience interpreting customer usage data, support history, and feedback to tailor engagements and drive outcomes

• Demonstrated ability to identify upsell opportunities and align product value to customer business objectives
• Familiarity with vertical‑specific customer needs and use cases (e.g., legal, finance, HR, sales)
• Experience hosting product showcases, webinars, or user group sessions
• Ability to analyze and act on customer health metrics and lifecycle indicators
• Comfortable navigating change, ambiguity, and shifting priorities in a fast‑paced environment
• Strong communication and interpersonal skills, with the ability to build trust quickly and lead customer conversations with clarity and confidence
• Organized and self‑motivated…