Sr. Manager, Customer Success Account Management - Remote Eligible

Senior Manager, Customer Success Account Management – Enterprise (Brazil)

The Senior Manager, Customer Success Account Management – Enterprise (Brazil) is a structured leader who prioritizes a Customer First mindset, responsible for ensuring governance, predictability, and scalable customer success across DocuSign’s Enterprise portfolio in Brazil.

This role oversees a team of highly skilled Customer Success Managers, driving operational excellence, retention, and expansion across a large customer base. Acting as a bridge between strategic leadership and field execution, the Senior Manager defines frameworks, processes, and rhythms that ensure consistent customer value delivery and measurable business outcomes.

This is a Sao Paulo-based leadership role that requires a strong presence both with customers and internal teams. The Senior Manager maintains regular customer engagement — virtually and in person — ensuring alignment between strategy, execution, and measurable outcomes.

This is a people manager role reporting to the Senior Director, Customer Success Account Management.

Responsibilities

• Champion a data-driven culture that enables transparency, prioritization, and early risk identification
• Lead, coach, and develop a high-performing Enterprise Customer Success team, fostering accountability, clarity, and collaboration.
• Establish operational frameworks and success metrics to drive governance and consistency across accounts
• Build scalable engagement models that ensure predictability and alignment between customer outcomes and company goals
• Own Enterprise retention, GRR, and NRR targets for Brazil, ensuring performance through disciplined execution and proactive risk management
• Partner with Sales, RevOps, Partners and Product teams to identify growth opportunities and improve customer lifecycle efficiency
• Support strategic negotiations and customer escalations, balancing customer trust with business results
• Ensure forecast accuracy, CRM hygiene, and portfolio visibility across the team
• Leverage Gainsight, Gong, and Salesforce for customer insights, performance tracking, and decision-making
• Define and monitor key health indicators to predict outcomes and guide strategic actions
• Drive continuous improvement through process optimization, feedback loops, and cross-functional collaboration
• Act as the operational connector between Enterprise teams in Brazil and regional/global leadership
• Translate global strategies into local execution plans, ensuring scalability and consistency
• Represent Customer Success in strategic planning forums, advocating for customer needs and regional insights

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

• 8+ years of experience in Customer Success, Account Management, or Renewals within SaaS or enterprise technology companies
• 3+ years of experience managing high-performing teams
• Fluent in English and Spanish

Preferred

• Proven track record in driving retention, expansion, and customer value across large portfolios
• Strong analytical mindset and ability to translate data into operational strategy
• Experience with Gainsight, Gong, and Salesforce to drive insights and execution
• Deep understanding of SaaS business metrics (GRR, NRR, ARR, adoption).
• Strong stakeholder management and communication skills, including C-level engagement
• Demonstrated success implementing scalable processes and governance models
• High adaptability, prioritization, and ownership in dynamic environments

Life at DocuSign

Working here

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.

Accommodation

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.

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