Senior Customer Success Account Manager

🔥 16 hours ago

🇸🇬 Singapore – Remote

⏰ Full Time

🟠 Senior

💰 Account Manager

👻 Ghost score 10%

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Docusign

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2003

⚖️ Legal

📦 Logistics

💼 Consulting

Legal • Logistics • Consulting

Docusign is a leading provider of electronic signature technology and Intelligent Agreement Management (IAM), enabling organizations to create, manage, and secure agreements digitally. It simplifies contract lifecycle management, automates document processes, and facilitates customer experiences by transforming agreement data into actionable insights. With a trusted platform used by millions worldwide, Docusign helps businesses reduce risk, save time, and improve efficiency in various sectors, including financial services, insurance, real estate, and government.

📋 Description

• Own a portfolio of customer accounts, including renewal planning, customer engagement, adoption, risk management, forecasting, and growth opportunities • Build trusted relationships with key customer stakeholders and understand their business priorities, agreement processes, desired outcomes, and measures of success • Develop and execute account-specific customer success and value plans • Engage customers early in the renewal cycle, maintain an accurate rolling forecast, and communicate risks with mitigation plans and next steps • Lead renewal and contract discussions • Conduct regular business reviews and value conversations connecting Docusign capabilities to customer priorities and measurable outcomes • Use account health, product usage, customer feedback, commercial data, and behavioral trends to prioritize activity • Coordinate customer-success escalations through resolution • Partner with Account Executives to identify, qualify, and progress adoption, cross-sell, and expansion opportunities • Collaborate with Sales, Customer Success, Pricing, Legal, Revenue Operations, Product Management, Support, and other teams • Maintain CRM hygiene, opportunity management, data quality, renewal documentation, quotes, and forecasting • Share customer insights, recurring challenges, and market feedback to improve internal processes and customer outcomes

🎯 Requirements

• 5+ years of experience in Customer Success, Account Management, Renewal Management, Sales, or a related customer-facing SaaS role • Experience managing a portfolio of commercial or enterprise customers and owning measurable renewal, retention, revenue, or customer-success outcomes • Experience managing renewal or commercial negotiation cycles from planning through completion • Experience working in a quota-carrying or target-driven environment, with a track record of meeting or exceeding key performance indicators • Experience with consultative and value-selling skills, with the ability to connect customer priorities to business outcomes • Experience analyzing customer usage, health, financial, and relationship signals and translating them into practical actions • Experience working independently while influencing and coordinating cross-functional teams • Bachelor's degree or equivalent practical experience • Experience supporting adoption and business change across complex or distributed organizations • Experience with agreement management, eSignature, SaaS, workflow automation, or a related technology environment • Strong contract negotiation skills and experience driving agreements to completion on time • Experience facilitating executive-level business reviews and persuasive value conversations • Salesforce or comparable CRM experience • Experience supporting customers across Asia and navigating different markets, cultures, and buying processes • Fluency in an additional Asian language relevant to the assigned territory • Strong written and verbal communication skills, including confidence engaging customer stakeholders at multiple levels • Excellent organization, prioritization, follow-through, and attention to detail

🏖️ Benefits

• Remote work designation; employee works from a designated remote work location for the majority of the time • Reasonable accommodations for qualified individuals with disabilities • Religious accommodation during the application process • Equal opportunity to succeed and be heard

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