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 will collaborate with other team members to coordinate successful customer engagement, product enablement, and demonstrate value across the entire customer journey. The ideal candidate excels in both one-to-one and one-to-many customer engagements, delivering a consistent experience and seamlessly coordinating lifecycle touchpoints to ensure a high-quality, customer-centric journey.

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

Responsibility 

• 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 their 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)

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 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

Preferred 

• 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 with strong time management skills and attention to detail

• Comfortable collaborating with cross-functional teams such as Product, Sales, Support, and Renewals to coordinate customer engagement

• Proficiency in using self-service tools, knowledge bases, and resources to support customer enablement

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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