Sr. Director, CS Strategy & Operations

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  • San Francisco, CA
  • Permanent
  • Full-time
  • 2 months ago
Job Description:Company OverviewDocusign 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 doAs the Senior Director of Customer Success Global Strategy & Operations, you will be a highly motivated leader driving operational excellence, insights, and strategic projects globally in support of Docusign’s Customer Success organizations. You will partner closely with regional teams, executive leadership, and functions across GTM Strategy amp; Operations, Sales, Marketing, and Product. Your mission will be to drive operational rigor in our Customer Success business, drive strategic and transformation programs, and develop proactive insights for the business. You will lead a centralized team focused on proactive insights that will mitigate churn and grow our customer base, resolve programmatic challenges, and provide strategic recommendations to ensure business objectives are consistently met. You will also ensure initiatives align to our strategy and provide progress visibility against those ongoing initiatives. You will be chartered with continually improving our business operating rhythm. This leader will be responsible for leading successful engagements in a fast-paced, rapidly growing environment.A successful candidate will need to partner strongly across global and regional teams, understand all of Docusign’s products and how Services should be applied to deployments, have high acumen for learning new technologies and business drivers, and be skilled in developing service and success strategies that incorporate into Docusign’s overall GTM strategy.This position is a people manager role reporting to the VP, Customer Success Strategy & Operations.ResponsibilityBuild and lead a Center of Excellence (CoE) for CS Strategy & Operations, establishing global standards while enabling regional adaptability, interfacing and supporting the needs of regional operational teamsServe as the strategic leader for the global Customer Success Insights, Strategy, and Business Operations function, guiding a high-performing team across analytics, operations, and program managementAct as a key thought partner to the Customer Success executive team, driving the design and execution of strategic initiatives that elevate customer value, retention, and business impactOwn and evolve the CS operational strategy, including financial planning, target setting (GRR, churn, retention ACV), capacity modeling, and coverage design in partnership with Finance and Sales StrategyLead the development of scalable, data-driven operating models that measure the impact of playbooks and customer engagement frameworks across onboarding, adoption, success management, and renewalsOversee the end-to-end execution of strategic programs, including problem definition, stakeholder alignment, solution design, change management, and implementationDevelop and govern performance measurement frameworks and executive reporting for CS metrics, including churn, adoption, retention, and engagement KPIsLead a team of analysts focused on advanced analytics and insights using SQL, Excel, and BI platforms (e.g., Tableau, Looker) to inform key decisions, forecast trends, and uncover growth opportunitiesChampion operational excellence by identifying opportunities to streamline processes, automate reporting, and improve data governance and qualityLead strategic segmentation, customer journey optimization, and best-cost location analyses to scale Customer Success efficiently and effectively across all regionsSteer complex and large-scale deliverables and initiatives to consistently successful and timely conclusionDrive a culture of innovation, novel thinking, and continuous improvement across functionAchieve strategic business results through collaboration and leverage of a diverse internal and external networkJob DesignationHybrid: 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 bringBasic
  • 15+ years of experience in management consulting, strategy, business operations, or customer success leadership roles within high-growth SaaS or technology companies
  • Experience building and leading high-performing, cross-functional teams across strategy, analytics, and program execution
Preferred
  • Proven track record leading strategic planning, customer success operations, or transformation initiatives at scale, ideally in a global, matrixed environment
  • Strong analytical background with advanced proficiency in SQL and business intelligence platforms (e.g., Tableau, Looker, Power BI); able to translate data into executive-level insights
  • Deep understanding of customer success metrics and performance levers (e.g., GRR, NRR, churn, adoption, health scoring)
  • Expertise in structuring and leading complex, cross-functional projects—from business case development through execution and change management
  • Strong financial acumen with experience in annual planning, forecasting, and scenario modeling in partnership with Finance and GTM leaders
  • Excellent communication and storytelling skills with the ability to articulate strategic narratives and operational insights to both technical and non-technical audiences
  • Experience designing scalable customer engagement frameworks and operational models across onboarding, adoption, and renewals
  • Passion for operational excellence, innovation, and continuous improvement in support of customer outcomes and business growth
  • Experience working with geographically distributed teams and driving global process alignment with sensitivity to regional nuances
Wage TransparencyPay 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: $202,800.00 - $327,625.00 base salaryThis 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).
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
Life at DocusignWorking hereDocusign 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.AccommodationDocusign 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 .If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at for assistance.States Not Eligible for EmploymentThis position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.Equal Opportunity EmployerIt'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.#LI-Hybrid

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