Customer Success Architect

Customer Success | 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.

The team

Customer Success works to help customers fully leverage and get value from all aspects of the DocuSign platform.

This position

The Customer Success Architect (CSA) engages with key strategic customers that have implementations involving multiple sites, business units, regions, or large scale deployments. The CSA creates Center of Excellence (COE) plans, identifies use cases, applies industry best practices, defines KPIs, and reports program-level results. The CSA works with Professional Services, sales, and customer success teams to execute account strategies and ensure customers achieve value from a modern system of agreement.

Responsibilities

• Assist customers with understanding business and organizational impact of digital transformation, providing short‑term and long‑term change‑management recommendations.
• Develop strategy to inform stakeholders of program charter, roadmap, business case, and change initiatives.
• Provide industry‑tailored guidance based on prior deployments, including authentication options, process improvements, regulatory and compliance considerations.
• Analyze legacy systems of agreement and develop a multi‑year roadmap to transition to a modern DocuSign platform, including process maps and ROI analysis.

Basic Qualifications

• BS/BA degree required.
• 8+ years background in a business and technical consultative role with executive‑level interaction.
• 3+ years external customer‑facing experience.

Preferred Qualifications

• External customer‑facing experience.
• Ability to interact with and influence all levels from ICs to executives.
• Excellent at articulating vision and planning project execution.
• Demonstrated ability to resolve complex, diverse, and unprecedented situations.
• Technical background, infrastructure or development experience preferred.
• Large‑scale project management experience preferred.
• Experience working in a matrixed organization and with cross‑functional teams.
• Superior communication skills for conveying customer objectives, success strategies, and insights.
• Proven record of success within a Professional Services organization.
• Experience managing enterprise projects, preferably with SaaS background.
• Understanding of financial models and articulating value and ROI to stakeholders.

Compensation & Benefits

Based on Colorado law, Colorado base salary range: $118,200 – $146,800 and eligible for bonus, equity and benefits.

Vaccination Requirement

DocuSign may require all employees to be fully vaccinated against COVID‑19 and provide proof of vaccination for certain business purposes, in accordance with local law.

About Us & Equal Opportunity Statement

DocuSign helps organizations connect and automate agreements. It is an Equal Opportunity Employer. We will not discriminate based on protected categories. All employees are welcomed to apply.

Accommodations

DocuSign provides reasonable accommodations for qualified individuals with disabilities. Contact for assistance.