Hybrid CS Strategy & Operations Lead

DocuSign, Inc.

Leinster

Hybrid

EUR 120,000 - 180,000

Full time

9 days ago

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Job summary

DocuSign in Ireland is seeking aCS Strategy & Operations Manager to plan and deliver strategic insights, monitoring regional metrics and driving efficiency across the Customer Success function. This role reports to the Senior Manager, CS Strategy & Operations within a fast-paced regional model.

The ideal candidate brings 8+ years in customer-facing roles, strong data storytelling, and experience with Salesforce and BI tools.

Qualifications

8+ years of experience in customer facing or sales team within 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.

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 trends and performance differentiators.
Perform recurring and ad hoc analysis to identify trends, impacts & root causes across Customer Success, and articulate key findings for decision making.
Communicate regularly on business/team performance, making recommendations based on analysis of key performance areas.
Present insights on key customer success metrics to stakeholders to drive performance in their areas (upsell trends, program impacts).
Identify inefficiencies, support implementation of solutions, and track progress around CS team productivity, planning, processes, and tools.
Create and monitor indicators using multiple data sources to assess risk and plan mitigations.
Produce weekly, monthly, and quarterly reporting and fulfill ad hoc data requests.
Act as liaison between global success operations and regional leadership, aligning and measuring global initiatives in the region.
Build executive presentations (e.g., QBRs) in collaboration with CS Leaders.
Own and coordinate fiscal year planning for the CS team (Headcount, Territory, Quota, new segments).