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Shibani
Mehta
Director, Scaled Customer Success
Docusign
Shibani is a results-driven customer success leader known for building deep client relationships and delivering value across the entire customer lifecycle, from pre-sales through renewal. Passionate about customer success, she combines strategic thinking with a strong commitment to creating exceptional client experiences and long-term partnerships. As Director of Scaled Customer Success for the Americas at DocuSign, Shibani is also a dedicated advocate for diversity, equity, and inclusion, inspired by female leadership in technology. Outside of work, she enjoys traveling, cheering on the Golden State Warriors as a proud Bay Area native, and aspiring to channel her inner Beyoncé.
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22 September 2026 15:45 - 16:15
CS leadership playbook: Build a team that scales, owns revenue and gets seen
What does it take to lead a Customer Success team that doesn’t just support revenue, but owns it? In this session, Shibani Mehta, Director, Scaled Customer Success at DocuSign, will share how she leads a high-scale CS organization responsible for hundreds of thousands of customers and hundreds of millions in ACV. She’ll unpack how her team approaches revenue accountability, forecasting, executive visibility, and career pathing while using AI and automation to move faster and operate more efficiently. Key learnings: - How to position Customer Success as a predictable revenue engine - How to build executive visibility and make the case for budget and team growth - How to tie team performance and career development more closely to revenue impact - How to use AI and automation to help teams move faster and scale effectively If you’re figuring out how to make CS more strategic, more measurable, and more influential, this is a session you won’t want to miss.