Senior Customer Success Account Manager

This is a fully remote position, open to applicants in Singapore.

📋 Description

• Manage a portfolio of customer accounts, which includes planning for renewals, engaging with customers, promoting product adoption, managing risks, forecasting, and identifying growth opportunities.

• Establish trusted relationships with essential customer stakeholders to comprehend their business priorities, agreement procedures, desired outcomes, and success metrics.

• Create and implement tailored customer success and value plans specific to each account.

• Involve customers early in the renewal process, maintain an accurate ongoing forecast, and communicate risks along with mitigation strategies and subsequent steps.

• Lead discussions regarding renewals and contracts.

• Conduct regular business reviews and value discussions that align DocuSign's capabilities with customer priorities and measurable results.

• Utilize account health metrics, product usage data, customer feedback, commercial information, and behavioral trends to prioritize actions.

• Manage escalations related to customer success until resolution.

• Collaborate with Account Executives to identify, qualify, and advance opportunities for adoption, cross-selling, and expansion.

• Work in partnership with Sales, Customer Success, Pricing, Legal, Revenue Operations, Product Management, Support, and other teams.

• Ensure the cleanliness of CRM data, manage opportunities, maintain data integrity, document renewals, prepare quotes, and forecast accurately.

• Convey customer insights, recurring challenges, and market feedback to enhance internal processes and improve customer outcomes.

⛳️ Requirements

• 5+ years of experience in Customer Success, Account Management, Renewal Management, Sales, or a similar customer-facing SaaS role.

• Proven experience managing a portfolio of commercial or enterprise clients, achieving measurable results in renewal, retention, revenue, or customer success.

• Skilled in managing renewal or commercial negotiation cycles from inception to completion.

• Experience in a quota-carrying or target-driven setting, consistently meeting or surpassing key performance indicators.

• Proficient in consultative and value-selling techniques, with the ability to connect customer priorities to business outcomes.

• Ability to analyze customer usage, health, financial indicators, and relationship signals, translating insights into actionable strategies.

• Experience working autonomously while influencing and coordinating with cross-functional teams.

• Bachelor's degree or equivalent practical experience.

• Proven track record supporting adoption and business transformation within complex or distributed organizations.

• Familiarity with agreement management, eSignature, SaaS, workflow automation, or related technology environments.

• Strong contract negotiation abilities and a history of successfully finalizing agreements on time.

• Experience in leading executive-level business reviews and compelling value discussions.

• Proficient in Salesforce or a similar CRM platform.

• Experience assisting customers throughout Asia and adept at navigating various markets, cultures, and purchasing processes.

• Fluency in an additional Asian language relevant to the assigned territory.

• Excellent written and verbal communication skills, with confidence in engaging customer stakeholders at various levels.

• Exceptional organizational, prioritization, follow-through, and attention to detail.

🏝️ Benefits

• Remote work designation; employees primarily work from a designated remote location.

• Reasonable accommodations are available for qualified individuals with disabilities.

• Religious accommodations provided during the application process.

• Equal opportunity for success and the chance to be heard.