106. No Seats Just Value as Docusign Redefines Customer Success

from TECHtonic: Trends in Technology and Services

In this episode of TECHtonic, TSIA’s Thomas Lah sits down with Kelly Morgan, Chief Customer Officer at Docusign, to unpack how one of the world’s leading digital agreement platforms is thriving with a 100% usage-based pricing model. They explore the shift away from seat-based pricing, how Docusign restructured its customer success strategy, and why blending renewal and adoption roles is paying off. Kelly shares hard earned lessons on value delivery, organizational alignment, and the must have capabilities for customer success account managers in a data-driven, AI-powered world. Whether you're rethinking your pricing model or evolving your customer success playbook, this is the blueprint for sustainability and growth.

What this episode covers

Thomas Lah talks with Kelly Morgan, Chief Customer Officer at Docusign, about how the company successfully transitioned to a 100% usage-based pricing model by reshaping customer success, merging renewal and adoption roles, and focusing on value delivery in a data-driven, AI-powered world.

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106. No Seats Just Value as Docusign Redefines Customer Success

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This episode is 41 minutes long.

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This episode was published on July 18, 2025.

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