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[Remote] Manager, Dynamic CSM
Note: The job is a remote job and is open to candidates in USA. Docusign is a leader in e-signature and contract lifecycle management solutions, serving over 1.5 million customers worldwide. The Manager, Dynamic CSM role involves leading a team responsible for driving customer adoption, retention, and satisfaction across a portfolio of mid to high-value accounts, while collaborating with various departments to enhance customer engagement and success.
Responsibilities
- Lead and develop a team of Dynamic CSMs responsible for driving adoption, retention, expansion, and NPS across a portfolio of mid‑ to high‑value Docusign customers
- Set clear performance expectations, KPIs, and success metrics for the team (e.g., gross/Net Revenue Retention, product adoption, NPS, health scores), and manage to those outcomes through regular coaching and reviews
- Build and refine segment strategy for Dynamic customers, including coverage model, engagement model (1:1, 1:few, 1:many), and handoffs between Digital, Dynamic, and Designated CSMs
- Oversee the execution of customer success plans and ensure consistent, outcome‑driven engagement with key customer stakeholders and executives
- Use portfolio analytics (usage, health, risk, expansion signals) to guide team priorities, forecast retention and expansion, and proactively address segment‑level risks
- Partner closely with Sales, Expansion, Marketing, Support, and Product leadership to align on territory planning, account strategy, and coordinated customer engagement motions
- Own the operational rhythm for the Dynamic segment, including QBRs with leadership, pipeline and risk reviews, forecast calls, and program performance reporting
- Design, implement, and iterate on playbooks, processes, and tooling for Dynamic CSMs, ensuring scalable, repeatable motions that can be shared with Digital and Designated teams where appropriate
- Act as an escalation point for complex customer issues and strategic accounts, coordinating cross‑functional resources and ensuring timely, clear communication internally and externally
- Champion the voice of Dynamic customers in internal forums—informing Docusign’s product roadmap, packaging, pricing, and go‑to‑market strategies with structured feedback and insights
- Hire, onboard, and continuously develop Dynamic CSM talent, fostering a culture of customer‑centricity, accountability, and data‑driven decision‑making
- Lead or sponsor cross‑functional initiatives (e.g., migrations, launches, segment experiments) that materially impact adoption, retention, and expansion across the Dynamic segment
Skills
- 5+ years of Customer Success, Account Management, or related SaaS experience, including direct ownership of renewals, adoption, and expansion
- 2+ years of people management experience leading CSMs or similar customer‑facing teams in a B2B SaaS environment
- Experience managing a portfolio of customers across different segments (digital/scaled, mid‑market, enterprise) and achieving strong NRR/GRR and NPS
- Experience working cross‑functionally with Sales, Marketing, Product, Support, and Operations to drive customer outcomes
- Experience with contract renewals, forecasting, and risk management for a recurring revenue business
- Experience with eSignature, CLM, workflow automation, or adjacent SaaS platforms
- Experience building and maintaining executive‑level and multi‑threaded customer relationships
- Experience developing and executing customer success plans tied to clear business outcomes
- Experience leading strategic conversations on value, ROI, and business impact, not just product features
- Experience setting team goals/KPIs and managing performance against targets
- Experience creating structure and process—playbooks, operating rhythms, and scalable motions—for a growing team/segment
- 8+ years of Customer Success, Account Management, or related SaaS experience, including direct ownership of renewals, adoption, and expansion
- 4+ years of people management experience leading CSMs or similar customer‑facing teams in a B2B SaaS environment
- Strong negotiation, influence, and conflict‑resolution skills in renewal or escalation situations
- Proven ability to hire, develop, coach, and retain high‑performing CSM talent
- Ability to lead through ambiguity and drive change management across teams
- Ability to understand and explain complex product capabilities, integrations, and workflows to both technical and non‑technical audiences
- Experience partnering with Product and Engineering, providing structured feedback that influences roadmap and prioritization
- Data‑driven decision maker; comfortable using customer health scores, usage data, and pipeline/risk views to prioritize actions
- Experience with CS platforms and CRM tools (e.g., Gainsight, Totango, Salesforce, Zendesk, or equivalents)
- Strong organizational and time‑management skills; able to balance strategic planning with hands‑on execution
- Excellent written and verbal communication skills, including experience presenting to customers and internal leadership
- Strong collaboration skills with a track record of driving results in cross‑functional initiatives
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