Manager, Dynamic CSM

DocuSign

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