Senior Customer Success Account Manager (Remote)

About the role

Docusign, a leader in e-signature and contract lifecycle management, is hiring a Senior Customer Success Account Manager (CSAM) for its Asia commercial portfolio. This is a high-accountability individual contributor role reporting to the Director, Asia Commercial CSAM, focused on protecting and growing recurring revenue through strong customer relationships, adoption, value realization and renewal execution. The position is remote, with the employee working from a designated remote location for the majority of the time.

Key responsibilities

• Own a portfolio of customer accounts, covering renewal planning, engagement, adoption, risk management, forecasting and growth opportunities.
• Build trusted relationships with key stakeholders and understand their business priorities, agreement processes and success measures.
• Develop and run account-specific customer success and value plans that improve adoption and support renewals.
• Engage customers early in the renewal cycle, keep an accurate rolling forecast and communicate risks with clear mitigation plans.
• Lead win-win renewal and contract discussions, and hold regular business reviews linking Docusign capabilities to customer outcomes.
• Act as the main point of coordination for escalations, bringing together the right internal teams.
• Work with Account Executives and other teams to identify, qualify and progress adoption, cross-sell and expansion opportunities.
• Maintain CRM hygiene, opportunity management, data quality, renewal documentation, quotes and forecasting.

Required profile

• 5+ years in Customer Success, Account Management, Renewal Management, Sales or a related SaaS role.
• Experience managing a portfolio of commercial or enterprise customers and owning renewal, retention or revenue outcomes.
• Experience managing renewal or commercial negotiation cycles from planning to completion.
• Quota-carrying or target-driven environment with a track record of meeting or exceeding KPIs.
• Bachelor's degree or equivalent practical experience; preferred experience in adoption and business change across complex or distributed organizations.
• Preferred: experience supporting customers across Asia and fluency in an additional Asian language relevant to the territory.

Required skills

• Consultative and value-selling approach, connecting customer priorities to business outcomes.
• Analyzing customer usage, health, financial and relationship signals.
• Strong contract negotiation skills and experience driving agreements to completion on time.
• Facilitating executive-level business reviews and persuasive value conversations.
• Preferred: Salesforce or comparable CRM experience.