EMEA Customer Success Strategy & Ops Leader

Docusign; Dublin; Hybrid; EUR 90,000 - 130,000; Full time

Job summary

Docusign is seeking an experienced CS Strategy & Operations Manager to lead data-driven insights across the EMEA Customer Success organization. You will partner with CS leaders, drive regional metrics, and improve processes to scale operations and performance.

This hybrid role reports to the Senior Manager, CS Strategy & Operations. Expect to travel ~15% and to influence planning, governance, and global initiatives across the region.

Qualifications

• 8+ years of experience in customer facing or sales team of a management consultancy/tech company.
• Experience using and developing reports, metrics and dashboards with Salesforce.com and BI tools and Advanced Excel.
• Experience leveraging AI tools and technologies to analyze data, optimize processes, or drive operational efficiencies.
• Willingness and ability to travel as necessary, typical about 15%.

Responsibilities

• Provide thought leadership regarding data and actionable insights to key stakeholders across the Customer Success Management organization.
• Provide visibility and monitoring of key metrics relevant to the region and promote focus areas based on identification of trends and performance differentiators.
• Perform recurring and ad hoc analysis to identify trends, impacts & root causes across Customer Success, and articulate key findings to assist decision making and prioritization.
• Communicate regularly on business/team performance, making recommendations based on analysis of key performance areas.
• Present insights on key customer success metrics to other stakeholders with a view to assisting them drive performance in their areas.
• Identify inefficiencies, support the implementation of solutions, and track progress around Customer Success team productivity, planning, processes, and tools.
• Create and monitor indicators using multiple data sources to extend understanding of risk in the customer portfolio and assist in developing plans to mitigate the risks.
• Produce weekly, monthly, and quarterly recurring reporting as well as fulfill ad hoc data requests.
• Act as the liaison between the global success operations team and the regional leadership team, ensuring global initiatives and programs are communicated, aligned, implemented and measured in region.
• Build executive presentations (e.g. Quarterly Business Reviews), crafting the messages in collaboration with Customer Success Leaders
• Own and coordinate fiscal year planning for the Customer Success team

Skills

Experience in customer facing/sales in

Salesforce

BI tools

Excel

AI tools

Executive presence

High-growth environment

Customer success

SaaS

Adoption metrics

Gainsight

Salesforce platform knowledge

Data storytelling

Cross-geography collaboration

Problem solving

Tools

Salesforce

BI tools

Excel

Gainsight

Job description

Docusign is seeking an experienced CS Strategy & Operations Manager to lead data-driven insights across the EMEA Customer Success organization. You will partner with CS leaders, drive regional metrics, and improve processes to scale operations and performance.

This hybrid role reports to the Senior Manager, CS Strategy & Operations. Expect to travel ~15% and to influence planning, governance, and global initiatives across the region.