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Docusign

Bringing Agreements to Life

Manager, Dynamic CSM

Customer Success ManagerCustomer SuccessFull TimeRemoteTeam 5,001-10,000Since 2003H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

27 days ago

Salary

Not specified

Bachelor Degree5 yrs expEnglish

Job Description

• Lead and develop a team of Dynamic CSMs • Set clear performance expectations, KPIs, and success metrics • Build and refine segment strategy for Dynamic customers • Oversee the execution of customer success plans • Use portfolio analytics to guide team priorities • Partner closely with Sales, Expansion, Marketing, Support, and Product leadership • Own the operational rhythm for the Dynamic segment • Design, implement, and iterate on playbooks, processes, and tooling • Act as an escalation point for complex customer issues • Champion the voice of Dynamic customers in internal forums • Hire, onboard, and continuously develop Dynamic CSM talent • Lead or sponsor cross-functional initiatives

Job Requirements

  • 5+ years of Customer Success, Account Management, or related SaaS experience
  • 2+ years of people management experience leading CSMs or similar customer-facing teams in a B2B SaaS environment
  • Experience managing a portfolio of customers
  • Experience with contract renewals, forecasting, and risk management
  • Experience with eSignature, CLM, workflow automation, or adjacent SaaS platforms
  • Experience building and maintaining executive-level and multi-threaded customer relationships
  • Strong negotiation, influence, and conflict-resolution skills

Benefits

  • Flexible work arrangements
  • Professional development
  • Reasonable accommodations for qualified individuals

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