Scaled Customer Manager - English & Spanish Speaking

Company Overview 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).

Scaled Customer Success Managers (Scaled CSMs) operate as part of the broader Customer Success team. They focus on targeted 1:1 and 1:many customer engagements that complement our digital programs and designated CSAM coverage, helping customers achieve measurable business outcomes and realise maximum value from the Docusign platform at scale. Scaled CSMs lead strategic, outcome-driven engagements across the customer lifecycle (launch, optimise, renew), specialising in adoption, optimisation and expansion motions for commercial and enterprise segments. They partner closely with Digital CSMs, Customer Success Account Managers (CSAMs), Account Executives and Renewal Specialists to intervene at key moments-such as low adoption or upcoming renewals-to drive usage, mitigate risk and uncover new growth opportunities. The successful candidate will be comfortable working in a one-to-many model, managing a high volume of requests while delivering high-quality, expert-led 1:1 or 1:many engagements through calls and webinars. This position is an individual contributor role reporting to the Senior Manager, Dynamic Customer Success Management, EMEA.

Work at scale across a portfolio of customers to increase satisfaction and long-term value, as measured by customer health, product usage, net revenue retention and post-engagement feedback Deliver targeted 1:1 engagements (e.g., health checks, optimisation sessions, feature adoption, use-case design) to diagnose current usage, uncover blockers and recommend best-practice solutions on Docusign IAM, eSignature and related products within Scaled CSM scope (templates, PowerForms, web forms, IDV, branding, org admin and standard integrations, etc.) Partner with Digital CSMS, CSAMS, AEs and Renewal Specialists to engage customers identified through CTAs, digital campaigns, webinars or renewal workflows especially under-trending or at-risk accounts and those approaching key renewal dates Run renewal-readiness and adoption-focused sessions that clarify value, optimize existing use cases, surface new use cases and help protect and grow recurring revenue Translate technical and product concepts into clear, easy-to-follow guidance, including recommended configurations, workflows and next steps tailored to the customer's business objectives Document all engagements, recommended actions and outcomes in Gainsight and Salesforce to ensure full visibility for the wider account team and to inform scaled success programs Collaborate with internal teams (Digital Success, CSAMs, Sales, Renewals, Support, Marketing and Operations) to share customer insights, influence product and program priorities, and continuously improve our scaled success motions Contribute to playbooks, best-practice content and success stories that can be reused in digital programs and by peers across Scaled, Digital and designated CSAM teams Job Designation 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