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About the Role

The CS Strategy & Operations Sr Manager - Success Plays is a process design leader responsible for defining, documenting, and continuously improving how Customer Success executes core motions across the customer lifecycle. This role focuses on CxM processes, standard operating procedures (SOPs), Customer Success lifecycle, and interlock between Account/Customer Success plans, and cross-team workflows connecting Customer Success, Sales, Services, and other post-sales teams. The role will partner closely within Customer Success Experience, GTM, Customer Success Business Partners, Applications Engineering, Product, and Enablement to standardize and simplify core Customer Success processes, ensure Customer Success plays/playbooks are operationalized in tools, and reduce friction so teams can execute with consistency. They will bring strong process thinking, tools alignment, and stakeholder collaboration skills, grounded in Docusign's principles.

Responsibilities

Help define and evolve role strategy and engagement models for Customer Success roles across the customer lifecycle.
Own CxM play/playbook strategy and operational execution.
Design, document, and maintain end-to-end Customer Success lifecycle processes and SOPs.
Define and govern Customer Success plan and Account plan standards from a CxM perspective.
Map and document cross-team workflows across Customer Success, Sales, Services, Technical Account Management, Onboarding, and Support.
Align process designs with tooling in Salesforce, Gainsight, Certinia, Customer Success Console, and related systems.
Partner with playbook content leads to ensure processes and SOPs are reflected in playbook templates and operational dashboards.
Maintain and curate a governed library of Customer Success SOPs, process maps, and standards.
Collaborate with Customer Success Business Partners, Strategy & Analytics Customer Success, and Customer Success Experience Ops to connect processes to metrics and signals.
Support change management for process and tooling changes by partnering with Enablement and Communications.
Act as a trusted advisor to Customer Success leaders and ICs on how processes, SOPs, and tools should work together.

Requirements

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.
Experience with Customer Success lifecycle, renewal processes, success planning, and how Account/Customer Success plans 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.
Experience with executive and stakeholder management and collaboration.
Experience connecting teamwork and deliverables to broader business outcomes.
Experience independently evaluating, adopting, and scaling tools and practices to improve organizational efficiency and embed continuous learning, mentorship, and knowledge-sharing.
Strong written and verbal communication skills.
High ownership mindset, attention to detail, and comfort operating in dynamic environments.
Experience managing global business management systems for Customer Success.
Extensive experience driving annual planning, leading projects from start to finish.
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.
Demonstrated ability to lead large cross-functional teams, mentor, coach, and effectively transfer expertise.
Strong influencing skills and ability to build lasting relationships.
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.
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.
This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Skills

Customer Success Operations
Business Process Design
Customer Success Programs
Customer Success lifecycle
Renewal processes
Success planning
Account/Customer Success plans
Salesforce
Gainsight
Certinia
Process maps
RACIs
SOPs
Change management
Stakeholder management
Tableau
Gong

Location

Hybrid

Work Type

Hybrid

Experience Level

12+ years of experience
Sr Manager

Salary/Compensations

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

Benefits

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).
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

About the Company

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.
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).

Equal Opportunity

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.
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.
Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures.
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.