AI-Driven CS Strategy & Operations Lead (Hybrid)

Docusign; Seattle (WA); Hybrid; USD 133,000 - 207,000; Full time

Benefits offered by this job

RSUs

Company bonus plan

Paid Time Off

Healthcare benefits

Retirement plans

Learning & Development

Parental leave

Compassionate leave

Job summary

Docusign is seeking a CS Strategy & Operations Program Manager to own and drive transformation programs across Customer Success. You will lead cross-functional initiatives, align with senior leaders, and deliver measurable business value while leveraging AI tools to enhance reporting and risk mitigation.

Reporting to the Senior Director, Customer Success Strategy & Analytics, you will influence through executive communications, design strategic plans, and ensure adoption of key initiatives

Qualifications

• 8+ years in strategy/operations and program management with large-scale programs.
• 5+ years in Customer Success, Sales, or GTM in a SaaS business.
• Ability to influence executives and lead cross-functional teams.
• Strong problem-solving and urgency, with digital transformation experience.

Responsibilities

• Own and define the CS Strategy & Operations program roadmap and vision for major initiatives.
• Collaborate with senior leaders to plan objectives, scope and deliverables for outcomes improving customer experience.
• Design and facilitate strategic brainstorming sessions with SMEs and CS leaders to surface new initiatives.
• Direct cross-functional activities and drive alignment across workstreams and with C-suite.
• Lead executive-level communications and Steering Committee updates on program status and impact.
• Create and manage program artifacts like long-range plans and risk logs to guide decisions.
• Define and track program success metrics tied to business outcomes (adoption, GRR, efficiency).
• Model AI-augmented program management to surface risks and accelerate reporting.

Skills

Strategy/Operations

Program management

Customer Success

Executive communication

Agile

AI tools

Jira

Confluence

SmartSheet

Education

BS/BA degree

Tools

Jira

Confluence

SmartSheet

Job description

Docusign is seeking a CS Strategy & Operations Program Manager to own and drive transformation programs across Customer Success. You will lead cross-functional initiatives, align with senior leaders, and deliver measurable business value while leveraging AI tools to enhance reporting and risk mitigation.

Reporting to the Senior Director, Customer Success Strategy & Analytics, you will influence through executive communications, design strategic plans, and ensure adoption of key initiatives