Sr. CS Strategy & Operations Analyst

Docusign; São Paulo; Híbrido; BRL 180 000 - 240 000; Tempo integral

Resumo da oferta

Docusign is seeking a Senior Customer Success Strategy & Operations Analyst to design, build, and execute strategic initiatives across Sales, Product, Finance, and Enterprise Transformation. You will translate complex questions into actionable plans, develop business cases, and track impact post-launch.

Role reports to the Sr. Director, CS Strategy & Operations. Hybrid work arrangement with in-office and remote days; collaboration with diverse teams and multiple BI tools to drive decisions.

Qualificações

• Bachelor’s degree in an applicable field.
• 5+ years of experience in strategy, operations, transformation, or management consulting.
• Experience supporting a GTM or Customer Success organization.
• Experience driving cross-functional projects from start to finish.
• Experience with SQL, Excel, and data visualization tools.
• Experience with CS metrics and SaaS business models.

Responsabilidades

• Support end-to-end execution of strategic initiatives and transformation workstreams.
• Build and maintain frameworks for account/segment prioritization and health scoring.
• Develop business cases, playbooks, and operating models for investments and transformations.
• Partner with cross-functional teams to translate strategy into executable plans.
• Structure ambiguous problems into clear analysis and recommendations.
• Create executive-ready materials for leadership reviews.
• Own program governance: milestones, dependencies, reporting.
• Assist annual planning for Customer Success including capacity modeling.
• Facilitate stakeholder alignment across CS and GTM functions.
• Conduct research on org design and operating models for transformation decisions.
• Use SQL, G-Suite, and BI tools for ad hoc analyses.
• Track pilot outcomes to inform go/no-go decisions.
• Coordinate inputs into cohesive project recommendations.
• Identify business improvement opportunities through data analysis.
• Apply AI and upcoming tech to accelerate work.

Conhecimentos

SQL

Excel

Data Visualization

CS Metrics

GTM/CS Support

Cross-functional Projects

Salesforce

Gainsight

Communication

Analytics

Formação académica

Bachelor’s degree in Business Administration, Industrial Engineering, Economics, Finance, Applied Mathematics or Statistics

Ferramentas

Tableau

Looker

Power BI

Salesforce

Gainsight

Descrição da oferta de emprego

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).

What you’ll do

As a Senior Customer Success Strategy & Operations Analyst supporting Strategy & Transformation, you will help design, build, and execute the initiatives that shape how Docusign’s Customer Success organization operates. You will do this through structured problem-solving, rigorous analysis, and strong cross-functional partnership with leaders across Sales, Product, Digital Technology Services, Finance, and Enterprise Transformation, turning ambiguous strategic questions into clear frameworks, business cases, and executable plans, and helping track their impact once launched.

This position is an individual contributor role reporting to the Sr. Director, CS Strategy & Operations.

Responsibility

• Support end-to-end execution of strategic initiatives and transformation workstreams, from problem framing and analysis through stakeholder alignment and implementation
• Build and maintain frameworks for account/segment prioritization, health scoring, and coverage modeling that inform where the CS organization focuses its efforts
• Develop business cases, playbooks, and operating models that support strategic investments and transformation initiatives
• Partner with cross-functional teams including Sales Strategy, Product, Digital Technology Services, Finance, and Enterprise Transformation to translate strategy into scalable, executable plans
• Structure ambiguous, complex business problems into clear, actionable analysis and recommendations
• Build executive-ready materials e.g. decks, one-pagers, briefing documents summarizing progress, risks, and recommendations for senior leadership
• Own program governance for assigned initiatives, including milestone tracking, dependency management, and reporting cadences
• Support the annual planning process for Customer Success, including goal setting, capacity modeling, and performance tracking
• Facilitate stakeholder alignment across CS leadership, Sales Strategy & Operations, and other GTM functions
• Conduct research and analysis on org design, operating model options, and industry best practices to inform transformation decisions
• Use SQL, G-Suite, and BI tools to support ad hoc quantitative analysis in service of strategic projects and pilot evaluations
• Track and synthesize outcomes of pilot programs and process changes to inform go/no-go and scale decisions
• Coordinate quantitative and qualitative inputs from stakeholders into cohesive project recommendations
• Identify business improvement opportunities through analysis of process, tooling, and organizational data
• Apply deepening functional expertise and upcoming technologies, including AI, to deliver both routine and non-routine work with increasing autonomy
• Select and optimize technical tools and potential AI solutions to improve productivity, streamline workflows, and solve complex problems
• Evaluate and adopt AI-enabled capabilities to boost efficiency while fostering a culture of continuous learning, peer support, and knowledge sharing within the team

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

• Bachelor’s degree in Business Administration, Industrial Engineering, Economics, Finance, Applied Mathematics or Statistics, or a closely related field
• 5+ years of experience in strategy, business operations, transformation, or management consulting, with increasing responsibility
• Experience directly supporting a GTM or Customer Success organization
• Experience driving cross-functional projects from start to finish, including experience with change management or process transformation
• Experience with SQL, Excel, and data visualization tools such as Tableau, Looker, or Power BI
• Experience with Customer Success metrics (GRR, NRR, BoR, Churn Rate, etc.) and SaaS business models

Preferred

• Knowledge of common machine learning and statistics frameworks and concepts
• Experience with large data sets, distributed computing and cloud computing platforms
• Experience directly supporting the Customer Success organization of a SaaS company
• Ability to break down technical concepts into simple terms to present to technical and non-technical audiences
• Proficiency in Salesforce, Gainsight
• Strong analytics and business acumen
• Customer service oriented and ability to partner with individuals at all levels
• Strong structured problem-solving skills, with the ability to break down ambiguous problems into clear frameworks
• Effective, clear, and concise communication skills, verbal and written, including experience building executive-ready materials
• Results-driven and self-motivated, with the ability to multitask across concurrent workstreams
• Comfortable and flexible working in a fast-paced environment

Life at Docusign

Working here

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. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

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. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at [e-mail].

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [e-mail] for assistance.

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