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 Manager, Customer Success Account Management is responsible for leading and developing a high-performing team of Customer Success Managers focused on driving retention, adoption, and growth across strategic accounts with a Customer first mindset. This role combines strategic leadership, operational discipline, and customer-centric vision to ensure DocuSign delivers measurable impact for our customers and sustained results for the business.

You will act as the bridge between our customers, cross-functional teams, and senior leadership — ensuring alignment on goals, execution consistency, and an exceptional customer experience.

This is a leadership role that requires regional presence. The Manager, CSAM is expected to engage regularly with customers and team members across LATAM — both virtually and on-site — ensuring alignment, visibility, and connection between strategy and execution.

This is a people manager role reporting to the Senior Director, Customer Success Account Management.

Responsibility

• Lead, coach, and develop a team of Senior and Mid-level Customer Success Managers across LATAM

• Define success frameworks, playbooks, and KPIs that align with business objectives and customer outcomes

• Foster a performance-driven culture focused on collaboration, accountability, and continuous improvement

• Partner with Sales, Product, and RevOps leadership to align territory strategies and maximize impact across regions

• Drive regional retention and expansion targets through proactive portfolio management and risk mitigation

• Support complex negotiations and high-value renewals, ensuring win/win outcomes and long-term partnerships

• Oversee customer adoption and value realization programs, ensuring that teams are consistently delivering impact

• Identify opportunities for scalable engagement models and customer programs across LATAM

• Ensure forecasting accuracy and CRM data quality across the team

• Use data and insights from Gainsight, Gong, and Salesforce to monitor health, performance, and trends

• Collaborate cross-functionally to streamline processes, remove execution blockers, and improve the customer journey

• Represent the CS organization in internal governance and regional strategy discussions

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

• Strategic thinker with the ability to translate business goals into operational execution
• 5+ years of experience in Customer Success, Account Management, or Sales within SaaS or technology companies
• 3+ years of experience leading teams or managing people in a regional or global environment
• Fluent in English and Spanish
  
  

Preferred

• Proven success driving retention, adoption, and growth across enterprise accounts
• Strong leadership, coaching, and stakeholder management skills
• Demonstrated success operating in matrix organizations and cross-functional environments
• Experience with Gainsight, Gong, and Salesforce to manage performance and customer health insights
• Excellent communication and executive presence, capable of influencing across all levels of the organization
• High sense of urgency, ownership, and adaptability in fast-paced, changing environments

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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