Senior Manager, Customer Success Management - Financial Services

Senior Manager, Customer Success Management - Financial Services

Customer Success | San Francisco or Seattle or Chicago or Remote US

Consulting services and technical support to help our customers succeed.

Senior Manager, Customer Success Management - Financial Services
Customer Success | Chicago, IL or San Francisco, CA or Seattle, WA or Remote – US

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Our agreement with employees
DocuSign is committed to building trust and making the world more agree-able 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. And for that, you’ll be loved by us, our customers, and the world in which we live.

The team
Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts – in professional services, customer success management, learning and enablement, and customer support – you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.

This position
The Senior Manager of High Touch Customer Success Management (CSM) for Financial Services is a high-energy strategic and coaching -focused leader responsible for the growth and development of their team and financial services territory who they are responsible. The Senior Manager will create, develop, and support a collaborative and results driven team culture and environment that allows individuals to thrive and customers to realize their return on their DocuSign Agreement Cloud (DAC) investment. The Manager will build strong cross-functional and cross-regional collaborations with key stakeholders within the CSM organization and within the broader DocuSign organization to ensure the success of financial services customers and maximum DAC adoption. The Manager will be the initial point of escalation, advocacy, and strategic relationships directly with their account base in support of their team to drive customer outcomes and success.

The Senior Manager, CSM Financial Services will work with a team of CSMs and SI partners to drive maximum value and retention of DAC accounts. The Manager must be able to understand government programs in order to inform and create CSM team strategy and priorities to maximize team impact.

This position is a people manager role reporting to the Director of Customer Success Management and is designated Flex.


  • Manage team of individual CSMs, responsible for their professional growth and development
  • Manage, retain and grow Enterprise Financial Services territory
  • Hire and develop CSMs to meet retention and growth targets
  • Set the culture, pace, and expectations for your team
  • Set the direction for their team to align to the broader organizational strategy
  • Create relationships and collaborate cross functionally to ensure DAC product adoption and customer success
  • Maintain financial integrity of the CSM department, including expense management, budget changes, etc.
  • Serve as thought leader, customer advocate and partner to your employees and customers
  • Analyze usage and data patterns to provide insights, guidance, and set strategy
  • Present teams progress, results, risks, and successes to broader leadership
  • Drive customer outcomes in support of their team in the field

Basic qualifications

  • BA/BS degree or equivalent work experience
  • 8+ years of management experience in customers success, account management, consultative sales and/or business consulting
  • 5+ years of Financial Services SaaS experience

Preferred qualifications

  • Proven record of meeting performance goals
  • Experience in a field organization with targets and financial goals
  • Subject matter expertise with Telco, Media or Utilities industries
  • Proven track record of leading and building teams of individuals that consistently meet and exceed established goals
  • Able to attract and retain talent
  • Creates a professional culture that encourages innovation, motivates employees, and delivers outcomes
  • Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, and/or occasionally, unprecedented
  • Experience with enterprise content and/or contract platforms such as ECM, Document Management, Contract Management, eDiscovery or BPM systems and related implementations
  • Background using data and analytics in decision making
  • Ability to interact and influence all levels and divisions within an organization
  • Change management and Leading Change methodology and/or first-hand experience
  • Excellent communication and presentation skills, both written and verbal
  • Experience with AI and machine learning technologies and implementations
  • Project management, business process reengineering knowledge and/or first-hand experience
  • Salesforce and Gainsight experience
  • Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric

Based on Colorado law, the following details are for Colorado individuals only: Colorado base salary range: $117,400 - $179,000 and eligible for bonus, equity and benefits at

About us
DocuSign helps organizations connect and automate how they prepare, sign, act on and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature, the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, over a million customers and more than a billion users in over 180 countries use the DocuSign Agreement Cloud to accelerate the process of doing business and simplify people's lives. And we help save the world’s forests and embrace environmental sustainability.

DocuSign is an Equal Opportunity Employer . DocuSign is committed to building a diverse team of talented individuals who bring different perspectives to the discussion and who feel a sense of inclusion and belonging when they join our team. Individuals seeking employment at DocuSign are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.

DocuSign provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including if you have any difficulty using our online system. If you need such an accommodation, you may contact us at


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