CS Strategy & Operations Sr Manager

12+ years of experience in Customer Success Operations, Business Process Design, Customer Success Programs, or related roles

Experience designing and documenting end-to-end customer-facing processes, SOPs, and role workflows, ideally within Customer Success or post-sales organizations

Experience with Customer Success lifecycle, renewal processes, success planning, and how Account/Customer Success plans (Customer SuccessP/AP) support customer and business outcomes

Experience working with CRM and Customer Success platforms such as Salesforce, Gainsight, and Certinia; comfortable defining business requirements for system changes

Experience creating clear process maps, RACIs, and SOPs that are practical for the field and scalable across segments and regions

Experience partnering with content and enablement teams to operationalize playbooks in tools and processes, including intake workflows and governance

Experience with executive and stakeholder management and collaboration, with a track record of working across Customer Success, Sales, Services, and technology teams

Experience connecting teamwork and deliverables to broader business outcomes, identifying opportunities to increase value or reduce risk, especially by leveraging new efficiencies enabled by technology like Al where possible

Experience independently evaluating, adopting, and scaling tools and practices (including Al) to improve organizational efficiency and embed continuous learning, mentorship, and knowledge-sharing

Strong written and verbal communication skills, including the ability to explain complex processes in simple, field-friendly language

High ownership mindset, attention to detail, and comfort operating in dynamic environments with multiple concurrent initiatives

Experience managing global business management systems for Customer Success

Extensive experience driving annual planning, leading projects from start to finish to deliver large-scale, complex business and technical initiatives successfully and on time in high-growth, performance-focused environments

Background in customer success, renewal management, support, and consulting services

Proven expertise in B2B and B2B2C SaaS companies

Ability to model business processes using various tools and techniques

Proactive approach to collaboration across multiple functions and geographies to achieve complex objectives

Demonstrated ability to lead large cross-functional teams, mentor, coach, and effectively transfer expertise to others

Strong influencing skills and ability to build lasting relationships at multiple organizational levels

Knowledge of Salesforce, Tableau, Gong, and Gainsight software

Strong organizational, prioritization, and project management skills

A natural bias for action, intrinsic ability to handle ambiguity, and perseverance to drive initiatives to completion

Exceptional ability to derive insights from data, guiding sound decision-making beyond numbers

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $164,700.00 - $266,000.00 base salary

Illinois, Colorado, Massachusetts and Minnesota: $158,300.00 - $223,625.00 base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $158,300.00 - $232,575.00/ base salary

This role is also eligible for the following:

Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.

Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

Paid Time Off: earned time off, as well as paid company holidays based on region

Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement

Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment

Retirement Plans: select retirement and pension programs with potential for employer contributions

Learning and Development: options for coaching, online courses and education reimbursements

Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

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.

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 accommodations@docusign.com .

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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