Manager, Dynamic CSM at Docusign

, , Egypt -

Full Time

Start Date

Immediate

Expiry Date

26 Jun, 26

Salary

0.0

Posted On

28 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Customer Success Management, Adoption Driving, Retention, Expansion, NPS Management, Performance Metrics Setting, Segment Strategy, Portfolio Analytics, Cross-functional Collaboration, Operational Rhythm Ownership, Playbook Design, Escalation Management, Voice of Customer Championing, Talent Development, Change Management

Industry

Software Development

Description

Company Overview Docusign 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 do Dynamic CSM team members are an extension of the Customer Success Manager (CSM) team who oversee a portfolio of accounts and ensure an amazing customer experience, as measured by NPS, net revenue retention, referrals, and product usage indicators. The Dynamic CSM will perform hands-on tactical account management activities. They will collaborate with other team members to coordinate successful customer engagement, product enablement, and demonstrate value across the entire customer journey. This position is a people manager role reporting to the Senior Director, Customer Success Management, Digital/Dynamic. Responsibility 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 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 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 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. Applicant and Candidate Privacy Notice #LI-Remote #LI-GM2

Responsibilities

This role involves leading and developing a team of Dynamic Customer Success Managers (CSMs) responsible for driving adoption, retention, expansion, and Net Promoter Score (NPS) across a portfolio of mid- to high-value customers. The manager will also be responsible for building and refining segment strategy, overseeing customer success plan execution, and owning the operational rhythm for the Dynamic segment.