Sr. Director, Enterprise Customer Success & Services, APJ

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 The Sr. Director, Enterprise Customer Success, APJ is the single-threaded regional leader responsible for the strategy and execution of enterprise adoption across Professional Services (PS), Customer Success Management (CSM), and Technical Account Management (TAM). As the single point of ownership and accountability for the region, you will drive the Customer Time to Value (TTV) and shift the APJ book of business toward adopting Docusign products and platforms. A critical component of this role is serving as a strategic partner to the Sales organization, ensuring that success strategies are integrated into the pre-sales process to drive seamless transitions and long-term expansion. This position is a people manager role reporting to the Group Vice President (GVP), Global Enterprise Customer Success. Responsibility Lead the regional functional strategy and multi-year plans for PS, CSM, and TAM, serving as the primary executive accountable for enterprise adoption and retention across APJ Serve as the executive liaison to global leadership, ensuring functional excellence and regional strategy alignment with global standards, while driving the metric of Customer Time to Value and shifting the book of business toward Docusign products and platforms through focused CSM enablement on high-value use case acceleration Partner deeply with the APJ Sales leadership team, aligning on account strategy and revenue protection while collaborating on the structure of high-stakes enterprise deals and Services SOWs Drive the regional deployment and executive communication of global Enterprise Success transformation initiatives, ensuring cross-functional alignment and clear visibility on execution timelines and realized customer outcomes Own the Professional Services revenue plan, regional P&L tradeoffs, and defines a geo-delivery strategy to optimize the cost of service and resource allocation for efficient growth Advocates directly for regional market requirements to Global Product and Engineering teams, ensuring the IAM platform roadmap and technical readiness align with APJ needs Establishe a unified regional Post-Sales identity, innovating on the delivery operating model by leveraging automation and AI to drive seamless delivery, and architecting strategic decision frameworks that manage the trade-offs between onboarding speed, technical health, and long-term value realization Direct the evolution of Technical Account Management to use-case architecture guidance and technical integration expertise Cultivate strategic partnerships with Global and Regional System Integrators to scale post-sales delivery capability and IAM tooling knowledge Own regional performance metrics for consumption, adoption, and usage, ensuring they align with global revenue commitments and regional growth targets Build and lead a high-performing, diverse organization by mentoring senior managers, developing a leadership bench, and institutionalizing inclusive leadership and psychological safety Adhoc duties as directed by Management Job Designation Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation) 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 BS/BA degree or equivalent educational background 15+ years of experience in customer success, technical account management, professional services, or consultative delivery within a SaaS environment 10+ years of progressive people leadership experience, with a proven track record of managing and developing other people managers 5+ years of direct P&L ownership or dedicated revenue responsibility for a Professional Services, Engagement Management, or Customer Success function within a SaaS environment Experience managing regional departmental budgets and resources to meet multi-year business goals Demonstrated ability to translate global organizational strategy into regional long-term outcomes and execution plans History of resolving unprecedented or broadly defined situations through data-driven insights and structured problem-solving Preferred Proven success in building "One Team" cultures where Success and Sales operate with shared goals and mutual accountability Deep subject matter expertise in Intelligent Agreement Management (IAM) and Contract Lifecycle Management (CLM) Understanding of agentic AI technologies and their practical application in enterprise workflow modernization Strategic commercial acumen, including experience with Statements of Work (SOWs), subcontractor risk management, and regional labor models Proven experience in structuring and governing co-delivery and managed services models with Global System Integrators (GSIs) or regional partners Experience leading cross-functional transformation in a matrixed global environment Strong executive presence with the ability to deliver high-stakes presentations to C-suite stakeholders internally and externally 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 [email protected]. If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance. Applicant and Candidate Privacy Notice