Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
Tailor your resume to this CS Strategy & Operations Program Manager role.
Rezi rewrites your resume against Docusign's job description. Free.
Tailor your resume to this CS Strategy & Operations Program Manager role.
Rezi rewrites your resume against Docusign's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the CS Strategy & Operations Program Manager posting at Docusign — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the CS Strategy & Operations Program Manager posting at Docusign — free, in seconds.
About the Role
As a CS Strategy & Operations Program Manager, you will design, own, and drive the company's most complex and mission-critical transformation programs for Customer Success. This role requires leading the successful execution of key initiatives, ensuring strategic alignment, integration, and significant business value delivery. You will act as a trusted advisor to leadership and stakeholders, proactively identifying opportunities, mitigating risks, and providing clear direction across multiple workstreams.
Responsibilities
- 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 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.
- 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.
- 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.
- 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.
- Lead and evolve our CS Strategy & Operations program management methodology and best practices, sharing lessons learned and driving a culture of continuous improvement.
Requirements
- 8+ years of combined strategy/operations and program management/enterprise transformation experience, with a proven track record of owning and delivering multiple, large-scale programs.
- 5+ years of experience specifically with Customer Success, Sales, or broader GTM Space within a SaaS or subscription-based business.
- Demonstrated ability to influence and build consensus with working teams, senior leadership and C-level executives.
- Strong problem solver and sense of urgency.
- Extensive experience driving digital transformation with a focus on cross-functional, interdependent programs.
- Exceptional skills in simplifying highly complex issues and developing strategic frameworks.
- BS/BA degree or equivalent relevant experience.
- Excellent executive communication skills and interpersonal aptitude.
- Experience in Management Consulting, Customer Success, Sales or broader GTM Operations in a SaaS context.
- Adept at building close working relationships and establishing personal credibility across an organization.
- Expertise in Agile methodologies and productivity tools (e.g., SmartSheet, Jira, Confluence), with a focus on applying these tools at a program, not just project, level.
- Fluency with AI tools for program management workflows (e.g., synthesizing status updates, drafting executive communications, risk/dependency analysis).
- Comfort using AI to increase program velocity and personal leverage.
- 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.
Skills
- Program Management
- Enterprise Transformation
- Customer Success
- Sales
- GTM Space
- SaaS
- Subscription-based business
- Digital Transformation
- Cross-functional programs
- Interdependent programs
- Strategic Frameworks
- Executive Communication
- Interpersonal Aptitude
- Management Consulting
- Agile Methodologies
- SmartSheet
- Jira
- Confluence
- AI tools for program management
Location
- Hybrid
Work Type
- Hybrid
Experience Level
- 8+ years of combined strategy/operations and program management/enterprise transformation experience
- 5+ years of experience specifically with Customer Success, Sales, or broader GTM Space within a SaaS or subscription-based business
Education Level
- BS/BA degree or equivalent relevant experience
Salary/Compensations
- California: $132,700.00 - $206,800.00 base salary
- 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).
Benefits
- 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.