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DocuSign is seeking a Scaled Customer Success Manager to join their Customer Success Account Management team in a fully remote role based in Brazil. This is an individual contributor position reporting to the Director of Scaled Customer Management.
You will oversee a portfolio of accounts at scale, driving customer adoption and value realization through hands-on account management activities. Your primary responsibilities include managing customer relationships across multiple accounts, conducting adoption-focused engagements, and ensuring exceptional customer experiences that drive net revenue retention and reduce churn.
Key responsibilities:
- Drive customer adoption and value realization through short-term, adoption-focused engagements
- Engage customers proactively via telephony and digital campaigns to increase product usage
- Leverage deep DocuSign product knowledge to provide customer resolution and account recommendations
- Conduct business reviews with critical customers to ensure alignment with their objectives
- Analyze customer usage patterns, health metrics, and behavioral data to prioritize accounts and maximize outcomes
- Collaborate cross-functionally with Sales, Pricing, Legal, Revenue Operations, and Billing teams to develop growth and risk mitigation strategies
- Escalate complex issues to specialized teams when needed
- Provide feedback to influence product improvements and enhance customer experience
- Maintain CRM hygiene, data quality, and follow internal best practices for opportunity management and forecasting
Required qualifications:
- 3+ years of relevant work experience in a customer-facing role in SaaS or related environments (technical support, enablement, account management, or customer success)
- Proficiency with CRM software and relevant tools
- Fluency in English and Portuguese (multilingual requirement)
Preferred qualifications:
- Exceptional organizational and time management skills
- Strong communication and influence abilities across diverse audiences
- Flexibility to adapt to changing priorities
- Problem-solving skills and critical thinking ability
- High empathy and ability to anticipate customer needs
- Salesforce and Gainsight experience
- Experience in industries served by DocuSign
- Ability to analyze customer data and metrics to drive decisions
- Self-motivated, collaborative, and goal-oriented mindset
