Hiring: Director, Customer Success Account Management Company: Docusign Location: San Francisco, CA Job Posted Time: 2026-09-16 10:16:13 Employment Type: Full-time / Remote Target Skills & Keywords : IAM, Machine Learning, SaaS, Salesforce, Segment About the job 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 •15+ years of experience in Customer Success, Account Management, or Management Consulting Required Skills: •This position is a people manager role reporting to the Senior Director, Customer Success Management. •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 •Strategically drive 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 Qualifications: •BA/BS degree or equivalent work experience •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. Compensation: •Paid Time Off: earned time off, as well as paid company holidays based on region Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!