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 Scaled Customer Manager, you are an extension of the Customer Success Account Management (CSAM) team that oversees an incoming queue of requests. Their primary function is to connect customers with the right resources, ensuring an outstanding customer experience as measured by NPS, net revenue retention, referrals, and product usage indicators. The Scaled Customer Manager performs just-in-time tactical account management activities. They will collaborate with other team members to coordinate successful customer engagement, product enablement, and demonstrate value across the entire customer journey.

This position is an individual contributor reporting to the Manager, Scaled Customer Management.

Responsibility

• Monitor and manage a high volume of customer inquiries through digital channels

• Triage requests by routing to the appropriate internal teams or providing self-service content; escalate patterns or systemic issues as needed

• Create and assign Call To Actions (CTAs) to On-Demand 1:1 Specialists or other internal stakeholders

• Respond to customers with clear, friendly, and accurate email communication that addresses immediate needs and encourages 1:1 engagement when appropriate

• Track and document engagement outcomes in Salesforce or Gainsight

• Maintain and contribute to a response library and create reusable content for recurring inquiries

• Collaborate with Digital and On Demand SCMs, Support, Product, and CS teams to ensure aligned messaging and coordinated engagement

• Support KPIs related to CSAT, retention, and resolution time through effective queue management and triage execution

• Continuously develop product knowledge to guide customers effectively and contribute to scalable digital workflows

• Identify insights and opportunities from customer interactions to inform proactive strategies and improve team processes

• Maintain accountability for your digital queue, executing tasks with accuracy, timeliness, and attention to detail

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

• 2+ years of experience in a customer-facing role, preferably in Customer Success, Support, or Account Management
• Experience managing high volumes of customer inquiries via digital channels such as email, web forms, or CRM platforms (e.g., Salesforce, Gainsight)
• Experience documenting and tracking customer interactions and outcomes in CRM or engagement platforms
• Experience identifying patterns in customer feedback and escalating issues appropriately

Preferred

• Strong written communication skills with the ability to craft clear, professional, and customer-friendly responses
• Ability to triage customer needs effectively by routing to internal resources or providing relevant self-help content
• Demonstrated ability to identify trends from customer inquiries and contribute to content development or response libraries
• Experience creating or maintaining self-service resources, knowledge base articles, or email response templates
• Understanding of customer lifecycle stages and how to drive adoption through digital touchpoints
• Proven ability to collaborate across functions (e.g., Product, Marketing, Support, Sales) to align on messaging and resolve customer needs
• Strong attention to detail with experience managing multiple tasks or workflows in a fast-paced environment
• Highly organized and able to manage a digital task queue with accuracy, timeliness, and attention to detail
• Comfortable collaborating across teams, including Customer Success, Product, Support, and Sales, to ensure aligned messaging and support
• Proactive, adaptable, and able to contribute to process improvements in a fast-paced, evolving environment
• Willingness to continuously build product knowledge to support effective customer guidance and triage decisions

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, Colorado, Massachusetts and Minnesota: $X/hour - $X/hour or $X - $X base salary

Washington, Maryland, 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

Ohio: $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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