CS Strategy & Operations Program 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).

As a CS Strategy & Operations Program Manager, you will be responsible for designing, owning, and driving the company's most complex and mission-critical transformation programs for Customer Success. This role extends beyond managing project timelines to leading the successful execution of key initiatives, ensuring that all initiatives are strategically aligned, integrated, and deliver significant, measurable business value. The successful candidate will act as a trusted advisor to leadership and across key stakeholders, proactively identifying opportunities, proactively mitigating risks, and providing clear, decisive direction across multiple, interdependent workstreams. This position is an individual contributor role reporting to the Senior Director, Customer Success Strategy & Analytics.

Own and help define the overarching CS Strategy & Operations program roadmap and vision for major Customer Success Operations initiatives, with a bias to agentification and automation Collaborate with senior leaders to proactively plan program objectives, scope, and deliverables, and manage expectations on an ongoing basis to ensure outcomes that materially improve customer experience and business performance. Design and facilitate strategic brainstorming and working sessions with SMEs, cross-functional stakeholders, and CS leaders to surface, shape, and pressure-test new initiatives before they enter the program roadmap. Enable all activities from strategic inception through to successful delivery and adoption, directing cross-functional program activities, and driving a shared understanding and accountability across multiple workstreams and with stakeholders at all levels, including the C-suite as needed. Lead the development and presentation of executive-level communications, including Steering Committee updates, to ensure a shared understanding of program status, strategic value, and business impact. Create and manage program-level artifacts, including long-range strategic plans, cross-program dependency maps, and holistic risk and issues logs that inform and guide executive decision-making. Define and track program-level success metrics tied to business outcomes (e.g., adoption, GRR, efficiency gains) Model and champion AI-augmented program management practices: using AI tools to synthesize cross-functional updates, surface risks earlier, accelerate reporting/Steering Committee prep, and scale program oversight across a growing initiative portfolio. Lead and evolve our CS Strategy & Operations program management methodology and best practices, sharing lessons learned and driving a culture of continuous improvement across the organization. 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 combined