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