Scaled Customer Manager – French Speaking

About the role

Scaled Customer Success Managers (Scaled CSMs) work within DocuSign’s Customer Success team to deliver high‑impact, one‑to‑many engagements that help customers adopt and expand usage of DocuSign’s eSignature, IAM and IDV solutions. The role is fully remote and reports to the Senior Manager, Scaled Customer Management.

Key responsibilities

• Drive customer health, product usage and net revenue retention across a portfolio of accounts through targeted 1:1 engagements such as health checks, optimisation sessions and feature adoption workshops.
• Partner with Digital CSMs, CSAMs, Account Executives and Renewal Specialists to intervene at critical moments, run renewal‑readiness sessions and uncover growth opportunities.
• Document all interactions, recommendations and outcomes in Gainsight and Salesforce to provide visibility for the broader account team.
• Collaborate with internal teams (Sales, Support, Marketing, Operations) to share insights, influence product priorities and continuously improve scaled success programs.

Required profile

• 3+ years of experience in customer‑facing roles such as customer success, account management, consulting or implementation within SaaS.
• Fluent in English and French (or other relevant regional language) with strong communication skills for non‑technical audiences.
• Proven ability to manage a high volume of requests while maintaining quality and attention to detail.
• Experience using data and health scores to prioritize actions and track impact.

Required skills

• Salesforce
• Gainsight
• Docusign IAM
• eSignature
• IDV
• Outreach
• Analytics or BI tools