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DocuSign is seeking a Customer Success Account Manager to own a portfolio of accounts and renewals in an assigned territory. This individual contributor role focuses on driving customer adoption, maximizing return on investment, and identifying growth opportunities within existing accounts.
Key responsibilities include preventing churn and driving expansion revenue through strategic customer engagement and stakeholder management. You will achieve financial and strategic targets around revenue, bookings, and billings while maintaining accurate forecasts and communicating renewal risks. The role requires owning win-win negotiation strategies for strategic renewals, conducting business reviews with critical customers to ensure product adoption and value realization, and serving as the primary escalation point for customer concerns.
You will collaborate cross-functionally with Sales, Customer Success, Pricing, Legal, Revenue Operations, and Product Management to develop growth and risk mitigation strategies. The position demands strong portfolio analysis skills—evaluating usage patterns, health metrics, and behavioral data to prioritize time allocation and optimize outcomes for both customer and company.
Required qualifications include 3+ years in Sales, Renewal Management, Account Management, or Customer Success (ideally SaaS), with demonstrated experience in contract negotiation and quota-carrying roles. You must have a proven track record of meeting KPIs, navigating complex deal cycles, and adopting a consultative, trusted-advisor approach. A BA/BS degree or equivalent work experience is required, along with Salesforce proficiency and strong written and verbal communication skills.
Preferred experience includes supporting organizational adoption as a change agent, ability to adapt to shifting priorities, and strong organizational and prioritization capabilities. This is a remote position based in Ireland, reporting to the Manager of Customer Success Account Management.
