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About the Role

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, focusing on the most strategic initiatives.

Responsibilities

Act as Customer Success Operations lead for Customer Success Experience, owning P0/P1 transformation initiatives and major change programs from design through execution.
Translate Customer Success Experience strategy into clear program charters, roadmaps, success metrics, and operating rhythms.
Design and refine Business Process workflows and Customer Success processes and SOPs.
Work with data and analytics partners to define telemetry needs, success metrics, and reporting.
Partner with technology teams and Customer Success Experience Architects to prioritize, scope, and deliver systems enhancements.
Build and maintain program governance, including forums, cadences, and artifacts.
Prepare high-quality executive-level communications and materials.
Serve as a trusted partner to Customer Success and Go To Market leadership, proactively identifying operational risks, gaps, and opportunities.
Champion Docusign's principles in program design, communication, and execution.

Requirements

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.
Experience with Customer Success and Go To Market processes (renewals, forecasting, adoption programs, playbooks, success planning).
Experience working with data and analytics, including defining metrics, partnering with analytics teams, and interpreting dashboards.
Experience with Salesforce and Gainsight (or similar CRM/CS platforms).
Experience building structured plans, managing dependencies, and coordinating across multiple stakeholder groups.
Experience with executive and stakeholder management and relationship-building skills.
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 Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Skills

B2B SaaS experience
Strong strategic thinking skills
Excellent written and verbal communication skills
Ability to model business processes using various tools and techniques
Proactive approach to collaboration
Demonstrated ability to lead large cross-functional teams
Strong influencing skills
Knowledge of Salesforce, Tableau, Gong, and Gainsight software
High ownership mindset
Bias toward action
Comfort operating in dynamic, ambiguous environments
Strong organizational, prioritization, and project management skills

Location

Hybrid

Work Type

Hybrid

Experience Level

8+ years of experience

Salary/Compensations

California: $132,700.00 - $206,800.00 base salary
Illinois, Colorado, Massachusetts and Minnesota: $126,500.00 - $173,900.00 base salary
Washington, Maryland, New Jersey and New York (including NYC metro area): $126,500.00 - $182,500.00 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).
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

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.