Docusign · 20 hours ago
Manager, Dynamic CSM
United States
Full-time
Remote
Senior Level
5+ years expDocusign 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.
Enterprise SoftwareCloud ComputingSaaSElectronicsSoftwareInformation TechnologyBusiness Process Automation (BPA)Cloud ManagementComputerE-Signature
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
Qualification
Required
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
Preferred
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
Docusign
DocuSign helps small- and medium-sized businesses collect information, automate data workflows, and sign on various devices.
5001-10000 employees
H1B Sponsorship
Docusign has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (361)
2024 (337)
2023 (236)
2022 (249)
2021 (236)
2020 (115)
Funding
Current Stage
Public CompanyTotal Funding
$1.29BKey Investors
Bank of AmericaBain Capital Ventures,Brookside Capital,Deutsche TelekomFounders Circle Capital
2025-05-27Post Ipo Debt· $750M
2018-04-27IPO
2016-10-12Secondary Market
Leadership Team
Allan Thygesen
Chief Executive Officer
Sagnik Nandy
Chief Technology Officer
Recent News
2026-02-07
Mexico Business
2026-02-06
Company data provided by crunchbase