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 Senior Director, 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, RevOps, 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 expansion goals across strategic enterprise accounts

• Experience with SaaS metrics (NRR, GRR, usage, adoption) and forecasting rigor

• Fluent in English and Spanish 

Preferred

• Experience using Gainsight and Gong or equivalent customer analytics and engagement platforms

• Strategic thinker capable of connecting customer insights to scalable business outcomes

• Demonstrated ability to lead governance routines across multiple internal stakeholders

• Passion for operational excellence and process improvement in Customer Success

• High sense of ownership, adaptability, and customer empathy

• Strong negotiation, executive communication, and stakeholder management skills

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

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

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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