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 Sr. Customer Success Specialist drives the strategy, design, and execution of scalable customer engagement and enablement programs across the small and mid-sized business (SMB) segments. This role is responsible for driving meaningful product adoption and digital engagement at scale by aligning lifecycle touchpoints with business value and customer needs.

Operating as a strategic partner within the Scaled Customer Account Management team, the Sr. Customer Success Specialist collaborates closely with Customer Success Account Management (CSAM), Marketing, Product, and Sales to shape and refine data-driven programs that increase product adoption, improve customer experience, and enhance retention. Leveraging expertise in digital strategy, lifecycle marketing, and user behavior, this individual delivers impactful one-to-many experiences through various channels, including email, in-app messaging, and self-service content.

This role utilizes customer insights, key account data, and behavioral trends to measure program effectiveness, communicate impact to stakeholders, and continuously refine the engagement strategy. They serve as a key driver of innovation within the scaled engagement model, identifying opportunities to test new approaches, optimize program performance, and influence broader go-to-market alignment.

This position is an individual contributor reporting to a Manager, Customer Success Account Management.

Responsibility 

• Design, launch, and manage complex digital engagement campaigns to drive product adoption, customer satisfaction, retention and value realization across key segments
• Own end-to-end campaign execution, including audience segmentation, content creation, testing, deployment, and performance analysis
• Use customer data, journey mapping, lifecycle insights, digital marketing and analytical tools to ensure outreach is timely, relevant, and impactful
• Analyze metrics, health scores, and behavioral trends to optimize program effectiveness and identify new opportunities for engagement
• Craft clear, action-oriented customer communications—primarily via email—that connect product features to business value
• Review and analyze cohort data to understand customer conditions, identify trends, risk, and opportunities and develop a plan
• Create and own programs that address these business needs
• Monitor and report on campaign performance, tying outcomes to adoption, renewal readiness, and churn reduction
• Collaborate with cross-functional teams (Customer Success, Sales, Marketing, Product, and Technology Services) to align messaging, tools, and campaign strategies
• Continuously improve outreach through A/B testing, feedback, performance impact measurement, and insights from customer and internal stakeholder input
• Recommend and develop scalable programs for underserved segments, industries, or use cases
• Measure the results of executed strategies to determine efficacy and inform future strategies and program optimizations
• Maintain strong organizational oversight across multiple initiatives, ensuring timely delivery and continuous alignment with Success at Scale goals
• Share findings, customer trends, and program performance insights with internal stakeholders to inform strategic decisions and support team learning
• Identify and drive process improvements that enhance campaign quality, impact, and team efficiency
• Study complex data and effectively present succinct actionable findings for ongoing optimizations

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

• 5+ years of experience in Customer Success, Customer Marketing, or Account Support with a focus on helping customers adopt products through digital communication
• Experience with Salesforce.com and Google Workspace
• Experience creating customer content focused on addressing customer needs, including defining and driving adoption,consumption, and value realization
• Analytical experience studying customer behavior at scale to recommend specific actions by segment, and also for ongoing campaign review, measurement, and improvement
• Experience analyzing customer data and campaign performance using statistical methods to identify trends, measure impact, and inform strategic decisions

Preferred

• Highly collaborative, creative, goal-oriented and team-centric
• Self-motivated and strategic, with above average creative planning skills
• Strong history of collaborating with cross-functional teams in defining adoption strategies and playbooks
• Strong communication skills to create and convey customer objectives, success strategies, and customer insights for internal and external partners
• Ability to couple disparate data sets to uncover adoption trends, gaps, and opportunities for program innovation
• Ability to identify missing data sources and develop integration strategies in partnership with Analytics
• Expertise in Gainsight’s platforms and toolsets, and analytical toolset capabilities such as Tableau
• Demonstrated experience in using digital marketing skills and best practices in program development and expansion
• Ability to create new programs applying innovation such as AI capability in new ways aligned with Docusign company goals
• Recognized experience in demonstrating presence and credibility in executive forums, helping shape the company’s long-term vision for customer engagement and success at scale

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: $X/hour - $X/hour or $X - $X base salary

Illinois and Colorado: $X/hour - $X/hour or $X - $X base salary

Washington, New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary

Washington DC: $X/hour - $X/hour or $X - $X 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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