Lead Customer Success Account Manager

**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).

**What You'll Do**:
We are seeking an experienced and proactive Lead Customer Success Account Manager to join our team in Singapore. As an individual contributor, you will be responsible for managing and growing relationships with our most strategic customers, ensuring their success and satisfaction with our solutions. You will act as a trusted advisor, driving product adoption, retention, and expansion opportunities within your portfolio of key accounts.

This position is an individual contributor role reporting to the Director, CSAM Asia.

**Responsibility**
- Engage proactively with top customers to prevent risk, drive growth, and ensure successful renewals by delivering value, building executive relationships, and engaging key stakeholders
- Achieve financial and strategic targets, including revenue, bookings, billings, and retention
- Maintain an accurate, rolling forecast for your territory and communicate renewal risks to internal teams, developing resolution strategies as needed, including executive engagement
- Lead win-win negotiations for Docusign’s strategic renewals, protecting and enhancing customer trust
- Conduct regular business reviews to ensure customers are adopting and gaining value from our products, and that our objectives are aligned
- Drive full adoption strategies across multiple products, leveraging key stakeholders within the Docusign ecosystem to deliver comprehensive solutions
- Serve as the primary point of contact for customer escalations, facilitating resolution on their behalf
- Collaborate with internal teams—such as Sales, Customer Success, Pricing, Legal, Revenue Operations, and Product Management—to develop growth and risk mitigation strategies for key accounts
- Advise customers on advanced features and best practices, acting as a Docusign expert to identify process gaps and coordinate successful adoption and deployment
- Maximize account growth by identifying incremental opportunities and involving appropriate internal resources
- Act as the Base Team Lead, serving as a coach and advisor to the team (without direct people management responsibilities)
- Analyze your portfolio to prioritize efforts based on usage, health, data, and behavioral patterns, ensuring optimal outcomes for both the customer and Docusign
- Travel occasionally (up to 20%) to strengthen customer relationships and partnerships
- Adhere to best practices for internal processes, including opportunity management, data quality, CRM hygiene, quoting, and forecasting

**Job Designation**:
**Remote**:
Employee is not required to be in or near an office frequently

and works from a designated remote work location for the majority of the

time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

**What You Bring**:
**Basic**
- 12+ years of experience in Sales, Renewal Management, Account Management, and/or Customer Success, ideally within SaaS offerings
- BA/BS degree or equivalent work experience
- Strong contract negotiation skills, with a proven ability to drive complex, high-value, multi-year contracts to timely completion
- Experience in quota-carrying roles, with a demonstrated history of meeting key performance indicators
- Proven success in complex deal negotiations, with the ability to navigate both internally and externally as a trusted advisor, and to quickly establish credibility with senior executives
- Experience leading adoption strategies across large-scale organizations and serving as a change agent for customers

**Preferred**
- Strong contract negotiation skills, with experience driving complex, high-value, multi-year contracts to completion
- Strategic mindset, enabling persuasive value-based conversations with customers at the executive level
- Ability to interact with and influence individuals at all organizational levels, from individual contributors to executives
- Adaptability and responsiveness to rapidly shifting priorities
- Strong sense of urgency, with excellent organizational and prioritization skills
Knowledge of, or hands-on e