Sr. Manager, Customer Success Account Management

Company OverviewDocusign 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 doThe 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.ResponsibilityChampion a data-driven culture that enables transparency, prioritization, and early risk identificationLead, 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 accountsBuild scalable engagement models that ensure predictability and alignment between customer outcomes and company goalsOwn Enterprise retention, GRR, and NRR targets for Brazil, ensuring performance through disciplined execution and proactive risk managementPartner with Sales, RevOps, Partners and Product teams to identify growth opportunities and improve customer lifecycle efficiencySupport strategic negotiations and customer escalations, balancing customer trust with business resultsEnsure forecast accuracy, CRM hygiene, and portfolio visibility across the teamLeverage Gainsight, Gong, and Salesforce for customer insights, performance tracking, and decision-makingDefine and monitor key health indicators to predict outcomes and guide strategic actionsDrive continuous improvement through process optimization, feedback loops, and cross-functional collaborationAct as the operational connector between Enterprise teams in Brazil and regional/global leadershipTranslate global strategies into local execution plans, ensuring scalability and consistencyRepresent Customer Success in strategic planning forums, advocating for customer needs and regional insightsJob DesignationRemote: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 bringBasic8+ years of experience in Customer Success, Account Management, or Renewals within SaaS or enterprise technology companies3+ years of experience managing high-performing teamsFluent in English and SpanishPreferredProven track record in driving retention, expansion, and customer value across large portfoliosStrong analytical mindset and ability to translate data into operational strategyExperience with Gainsight, Gong, and Salesforce to drive insights and executionDeep understanding of SaaS business metrics (GRR, NRR, ARR, adoption).Strong stakeholder management and communication skills, including C-level engagementDemonstrated success implementing scalable processes and governance modelsHigh adaptability, prioritization, and ownership in dynamic environmentsLife at DocusignWorking hereDocusign 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.AccommodationDocusign 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 ******.If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at ****** for assistance.#LI-Remote#J-*****-Ljbffr