Strategic Customer Success Account Manager

Location: Brazil

Department: Customer Success, Consulting & Support

Work Mode: Remote

About the Role

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 business processes and simplify lives through intelligent agreement management. As the #1 company in e-signature and contract lifecycle management (CLM), DocuSign unleashes business-critical data trapped in documents, connecting it to systems of record to save time, money, and opportunity. Join our innovative culture in Brazil as a Strategic Customer Success Account Manager, driving customer-centric growth for our largest and most complex accounts. In this field-engaged individual contributor role reporting to the Manager, CSAM, you will act as a trusted advisor and strategic business partner, aligning customer outcomes with DocuSign’s vision for long-term retention, expansion, and advocacy. With a strong Customer First mindset and strategic acumen, you will lead high-impact governance routines like QBRs and joint success plans, design multi-year strategies, and foster collaboration across teams to deliver predictable, scalable results. Expect to meet customers weekly—70% in-person and 30% virtually—to strengthen relationships, ensure adoption of e-signature and CLM solutions, and reinforce value realization in Brazil’s dynamic market. Leveraging tools like Gainsight and Gong, you will drive renewal excellence, identify expansion opportunities through data insights, and represent the Voice of the Customer to shape product innovations. This role demands executive influence, negotiation discipline, and a passion for operational excellence, combining strategic governance with hands-on execution. Thrive in DocuSign’s equal opportunity culture where trust, innovation, and making the world more agreeable fuel your success. This is a remote position with high field engagement.

Key Responsibilities

• Serve as a strategic advisor to executive stakeholders, connecting DocuSign’s Intelligent Agreement Management platform to their business transformation and value realization goals
• Lead executive governance routines including QBRs, steering committees, and joint success plans to ensure continuous alignment and accountability
• Represent the Voice of the Customer internally, shaping product feedback for e-signature and CLM innovations and influencing go-to-market strategies
• Build long-term customer success strategies centered on trust, predictability, and measurable business impact for DocuSign’s largest Brazil accounts
• Lead governance frameworks for renewal management, risk mitigation, and forecasting discipline using SaaS metrics
• Drive renewal excellence through collaboration with Sales, RevOps, Finance, and Legal teams
• Act as the escalation point for strategic accounts, handling challenges with empathy, transparency, and executive presence
• Identify and lead expansion opportunities through data-driven insights from Gainsight and Gong, aligning with customer goals
• Design and execute multi-year renewal and expansion strategies with strong negotiation discipline and win/win outcomes
• Partner cross-functionally with Sales, Services, Product, and Marketing to develop customized adoption playbooks for e-signature solutions
• Maintain CRM accuracy, governance compliance, and contribute to scaling Customer Success frameworks in Brazil

Required Qualifications

• 8+ years of experience in Customer Success, Enterprise Account Management, or Renewal Management in SaaS environments
• Deep understanding of SaaS metrics including NRR, GRR, usage, adoption, and forecasting rigor
• Fluent in English and Spanish with excellent verbal and written communication skills
• Availability to meet customers in person weekly (70%) and virtually (30%) following an organized customer engagement agenda
• Proven experience managing strategic enterprise accounts in complex SaaS landscapes
• Strong ability to lead cross-functional governance routines and executive stakeholder management
• Demonstrated track record in renewal management and risk mitigation in high-stakes accounts

Preferred Qualifications

• Proven track record of achieving renewal and expansion goals across strategic enterprise accounts
• Experience using Gainsight and Gong or equivalent customer analytics and engagement platforms
• Strategic thinker capable of connecting customer insights to scalable business outcomes
• Passion for operational excellence and process improvement in Customer Success
• High sense of ownership, adaptability, and customer empathy in fast-paced environments

Required Skills

• SaaS metrics expertise (NRR, GRR, usage, adoption)
• Forecasting and renewal management rigor
• Executive communication and stakeholder management
• Negotiation and win/win deal structuring
• Gainsight and Gong proficiency
• CRM management (Salesforce or equivalent)
• Strategic governance and QBR leadership
• Cross-functional collaboration
• Data-driven account health analysis
• Customer empathy and escalation handling
• Process improvement and operational excellence
• Value-based selling and expansion strategies
• Voice of Customer representation
• Multi-year success planning
• Field engagement and relationship building
• Risk mitigation and early identification
• English and Spanish fluency

Benefits

• Competitive base salary and performance-based incentives tied to customer success metrics
• Comprehensive health, dental, and vision insurance with global coverage options
• 401(k) matching and employee stock purchase plan for long-term financial growth
• Unlimited PTO and flexible remote work policy supporting work-life balance
• Professional development stipend for certifications in SaaS tools like Gainsight
• Parental leave and family-friendly benefits including fertility support
• Wellness programs, mental health resources, and gym membership reimbursements
• Volunteer time off and opportunities to engage with DocuSign’s community impact initiatives

DocuSign is an Equal Opportunity Employer.