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 Director, Customer Success Management is a high-impact leadership role responsible for the strategic direction and operational success of a large Customer Success segment. You will lead a high-performing organization of people managers and strategic individual contributors, ensuring the organization drives world-class product adoption and business value realization. You focus on the long-term health of the business, operating with a 6–12 month strategic horizon. In this role, you will act as a change agent, fostering a culture of innovation, accountability, and continuous professional development. You will oversee regional workstreams with considerable independence, balancing short-term tactical needs with long-term strategic objectives. You will identify systemic issues that degrade the customer experience and drive corrective action across the function.
This position is a people manager role reporting to the Senior Director, Customer Success Management.
Responsibility
Lead, coach, and develop a high-performing organization of managers and strategic individual contributors
Translate global Customer Success objectives into a comprehensive regional strategy focusing on long-term NRR and GRR
Design and implement the frameworks used by the organization to measure and communicate ROI for the IAM platform
Drive the evolution of success playbooks, leveraging AI-driven insights to improve organizational efficiency and impact
Serve as the executive sponsor for high-value accounts, navigating complex commercial and technical escalations while building long-term trust
Partner with VPs and Directors across Sales, Product, and Marketing to influence the product roadmap and go-to-market strategy
Own the delivery of key performance indicators (KPIs) for your segment, including adoption rates, health scores, and consumption targets
Foster a collaborative environment that encourages agreement excellence and pioneers new ways to leverage AI and machine learning
Mentor and develop senior talent, modeling empathy and coaching others to approach differences with awareness and respect
Lead with transparency to foster trust and psychological safety, especially when communicating difficult messages
Frame setbacks as learning moments to maintain team engagement and momentum through organizational change
Establish and enforce standard practices for scope and decision ownership across the segment
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
BA/BS degree or equivalent work experience
12+ years of experience in Customer Success, Account Management, or Consulting within a global SaaS environment
7+ years of people management experience, including a proven track record of managing other people managers
Experience leading large-scale business transformations and digital adoption strategies
Experience managing the performance and growth of a $100M+ book of business
Preferred
15+ years of experience in Customer Success, Account Management, or Management Consulting
Proven ability to operate at a 6–12 month strategic planning horizon while maintaining operational rigor
Expertise in leading large organizations through significant product, structural, or market shifts
Exceptional ability to influence C-suite executives both internally and externally
Advanced proficiency in using Gainsight and Salesforce to drive organizational strategy and predictive health models
Deep knowledge of e-signature, CLM, and AI-driven Intelligent Agreement Management (IAM) workflows
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: $152,700.00 - $231,625.00 base salary
Illinois, Colorado, Massachusetts and Minnesota: $148,300.00 - $215,050.00 base salary
Washington, Maryland, New Jersey and New York (including NYC metro area): $148,300.00 - $221,400.00 base salary
Washington DC: $152,700.00 - $221,400.00 base salary
Ohio: $141,000.00 - $204,450.00 base salary
This role is also eligible for the following:
Global benefits provide options for the following:
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.
EEO Know Your Rights poster
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 IAM, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).
