Customer Success Manager II

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).

The Customer Success Manager is the ultimate champion for our most complex enterprise customers, helping them leverage Docusign's IAM platform with agentic capabilities and unlocking the power of their agreement data. Operating as a transformative advisor with a strong point of view, you will prescribe how organizations can best deploy agentic solutions, optimize intelligent workflows, and drive measurable impact. By proactively guiding customers through adoption challenges, you will build deep organizational credibility while establishing a long-term strategic partnership. In doing so, you will orchestrate cross-functional internal teams to align Docusign’s roadmap directly with customer business objectives. Ultimately, your leadership will secure long-term account retention and naturally lay the groundwork for future expansion in partnership with Sales. This position is an individual contributor role reporting to Senior Manager Customer Success.

Be responsible for the creation and execution of a mutually agreed Customer Success Plan (CSP) to improve and ensure rapid time-to-value across all deployments, aligning Docusign's capabilities directly with the customer's strategic business outcomes Partner with customers to co-author, execute, and continuously refresh their future solution roadmap, ensuring active use cases directly support the objectives of the Customer Success Plan (CSP) to drive toward their strategic business outcomes Serve as a trusted advisor to bring thought leadership and align Docusign's long-term capabilities with the customer's evolving vision, ensuring executive alignment on the path forward Be responsible for proactively monitoring and analyzing product usage data to implement targeted adoption strategies and manage consumption metrics, ensuring the customer fully utilizes their contracted features Educate customers on product innovation and newly released capabilities, partnering with them to strategically integrate these advancements into their active agreement workflows to drive ongoing impact Ensure the customer is actively utilizing their services entitlements, validating that project implementations and Professional Services engagements continuously align with the roadmap and deliver the defined business outcomes Partner with Sales and the customers’s chosen solution partners to uncover adjacent, high-value use cases that drive deeper platform adoption and lay the groundwork for account expansion Identify and mitigate organizational and adoption risks early by leveraging strong executive presence to guide customers through complex technical or adoption challenges Own the end-to-end mitigation strategy, clearly presenting potential approaches, trade-offs, and recommended solutions to secure executive buy-in and drive positive business outcomes Orchestrate internal stakeholders across Sales, TAMs, Professional Services/Partners, and Product/Engineering to align on success plans, maintain account health, and execute joint adoption growth strategies Act as the primary internal advocate for the customer's needs, driving transparency and removing friction points across teams Leverage product usage metrics, account history, and solution knowledge to build a strong retention strategy in active preparation