Lead Customer Success Account Manager - Remote Eligible

Lead Customer Success Account Manager

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.

Responsibilities:

• 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 experience with, project management, business process reengineering, and change management methodologies
• Experience with Salesforce
• Ability to conduct value analysis and assess ROI
• Excellent written and verbal communication skills in both English (business level or above) and Mandarin

Life at DocuSign:

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what's right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you'll be loved by us, our customers, and the world in which we live.

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.