Customer Success Strategy and Data Analytics Manager

Company Overview Docusign 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).

The Customer Success Operations Manager - CS Experience is a strategic operations leader responsible for driving complex, cross-functional initiatives that improve how Customer Success roles operate at Docusign. This role translates strategy into processes, tools, and operating rhythms that enable Customer Success teams to execute consistently, reduce friction, and deliver measurable customer and business outcomes and will focus on our most strategic initiatives. This position is an individual contributor role reporting to the Senior Director, Customer Success Experience.

Act as Customer Success Operations lead for Customer Success Experience, owning P0/P1 transformation initiatives and major change programs from design through execution ensuring plans, dependencies, and risks are visible and proactively managed Translate Customer Success Experience strategy into clear program charters, roadmaps, success metrics, and operating rhythms across Customer Success, Sales, Services, and cross-functional partners Design and refine Business Process workflows and Customer Success processes and SOPs that connect roles, playbooks, and systems (Salesforce, Gainsight, Certinia, analytics tools) into a coherent operating model Work with data and analytics partners to define telemetry needs, success metrics, and reporting that help Customer Success leaders run the business (e.g., GRACV/GNACV, adoption, churn, pipeline of IAM opportunities) Partner with technology teams and Customer Success Experience Architects to prioritize, scope, and deliver systems enhancements, ensuring requirements are business-led and well documented Build and maintain program governance, including forums, cadences, and artifacts that keep leaders aligned on priorities, trade-offs, and progress Prepare high-quality executive-level communications and materials (decks, narratives, decision briefs) that clearly surface issues, options, and recommendations Serve as a trusted partner to Customer Success and Go To Market leadership, proactively identifying operational risks, gaps, and opportunities and driving resolution Champion Docusign's principles (Customer First, Deliver Results, Say What Matters, Own It, Make It Better, One Team) in how programs are designed, communicated, and executed Job Designation Hybrid: 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 bring Basic 8+ years of experience in Customer Success Operations, Sales Operations, Strategy and Operations, or related roles Experience leading complex cross-functional programs from concept through implementation, with clear business impact Experience with Customer Success and Go To Market processes (renewals, forecasting, adoption programs, playbooks, success planning) and how they show up in tools Experience working with data