What you'd actually do

Lead our large global tier 3 technical support operational delivery team that solves complex technical support cases across our largest accounts

Translate enterprise-level business objectives into actionable support roadmaps for the Strategic Accounts vertical to optimize global retention and loyalty

Build deep strategic partnerships with executive leaders across Sales, Product, Engineering and Customer Success to align technical support services with long-term corporate growth targets

Sponsor the development of AI-driven support models and autonomous diagnostic agents tailored for enterprise-scale customer architectures

Anticipate industry disruptions driven by AI, leveraging technology trends to enhance functional strategy and long-term operational excellence

Skills

Required

Technical support leadership
Customer success management
Professional services experience
Global operations management
People management
Enterprise software support
Strategic planning
Partnership building
SLA management
AI-driven support models
Autonomous diagnostic agents
Generative AI architectures
SaaS deployments
E-signature
Contract Lifecycle Management (CLM)

Nice to have

Master's degree or MBA
Large global system/services transformation
Executive and board stakeholder presentations
Change management

What the JD emphasized

15+ years of experience in technical support, customer success, or professional services environments

8+ years of leadership experience managing multi-tiered global operations or people managers

Experience leading global teams supporting enterprise software deployments with broad integration, business workflows, and scale within the Fortune 500

Strategic knowledge of how Generative AI architectures and automation can be integrated into functional capacity planning

Company Overview 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 the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM). What you'll do As the Senior Director of Support for Strategic Accounts, you will serve as the executive leader responsible for the support delivery experience of Docusign's high-value, complex global enterprise customers. You will define and execute the strategic vision for specialized, high-touch support services, ensuring major enterprise partners achieve maximum value from the Intelligent Agreement Management platform. By leading a global, multi-functional organization of managers and technical experts, you will drive proactive engagement frameworks, rapid incident resolution architectures, and long-term partnership health. This position is a people manager role reporting to the Group Vice President, Global Customer Support. Responsibility Lead our large global tier 3 technical support operational delivery team that solves complex technical support cases across our largest accounts Lead adjacent enterprise support functions such as Support Account Managers Translate enterprise-level business objectives into actionable support roadmaps for the Strategic Accounts vertical to optimize global retention and loyalty Build deep strategic partnerships with executive leaders across Sales, Product, Engineering and Customer Success to align technical support services with long-term corporate growth targets Improve product quality, scale, supportability and reliability for our largest strategic customers through deep partnership and tight SLAs with engineering and SRE leadership Sponsor the development of AI-driven support models and autonomous diagnostic agents tailored for enterprise-scale customer architectures Serve as the final authority and executive point of contact for critical business escalations to ensure rapid restoration of client trust Govern global organizational design, headcount planning, and multi-year resource allocations across internal and partner ecosystems Foster an inclusive, high-performing organizational culture centered on transparency, accountability, and customer-first execution standards Anticipate industry disruptions driven by AI, leveraging technology trends to enhance functional strategy and long-term operational excellence Job Designation Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time. Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law. What you bring Basic Bachelor's degree or equivalent experience in Computer Science, Engineering, or a related field 15+ years of experience in technical support, customer success, or professional services environments 8+ years of leadership experience managing multi-tiered global operations or people managers Experience leading global teams supporting enterprise software deployments with broad integration, business workflows, and scale within the Fortune 500 Experience navigating operational ambiguity and leading organizational change initiatives during periods of rapid scale and/or transformation Preferred Master's degree or MBA in a relevant functional field Prior experience being DRI for large global system/services transformation to improve customer experience, agent effectiveness, and business outcomes Proven history of presenting functional performance metrics to executive and board stakeholders Strategic knowledge of how Generative AI architectures and automation can be integrated into functional capacity planning Knowledge of SaaS deployments within e-signature or contract lifecycle management (CLM) industries Wage Transparency Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience. Based on applicable legislation, the below details pay ranges in the following locations: California: $212,100.00 - $342,650.00 base salary Illinois, Colorado, Massachusetts and Minnesota: $202,100.00 - $285,500.00 base salary Washington, Maryland, New Jersey and New York (including NYC metro area): $202,100.00 - $299,625.00 base salary Washington DC: $212,100.00 - $299,625.00 base salary Ohio: $182,200.00 - $257,350.00 base salary This role is also eligible for the following: Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance. Stock: This role is eligible to receive Restricted Stock Units (RSUs). Global benefits provide options for the following: Paid Time Off: earned time off, as well as paid company holidays based on region Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment Retirement Plans: select retirement and pension programs with potential for employer contributions Learning and Development: options for coaching, online courses and education reimbursements Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship. Life at Docusign Working here Docusign is committed to building trust and making the world more agreeable 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 than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live. Accommodation Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com. If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance. Applicant and Candidate Privacy Notice States Not Eligible for Employment This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming. Equal Opportunity Employer It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on 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, or any other legally protected category. EEO Know Your Rights poster #LI-Remote