[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

Company Overview

  • DocuSign helps small- and medium-sized businesses collect information, automate data workflows, and sign on various devices. It was founded in 2003, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is http://www.docusign.com.

    • Company H1B Sponsorship

  • Docusign has a track record of offering H1B sponsorships, with 361 in 2025, 337 in 2024, 236 in 2023, 249 in 2022, 236 in 2021, 115 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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