AI-Driven CS Strategy & Operations Leader

UNAVAILABLE; San Francisco (CA); Hybrid; USD 133,000 - 207,000; Full time

Benefits offered by this job

Bonus eligibility

RSUs

Health benefits

Paid time off

Parental leave

Learning & development

Job summary

DocuSign is seeking a CS Strategy & Operations Program Manager to design and drive the company’s most complex transformation programs for Customer Success. You will act as a trusted advisor to leadership, shaping initiatives, mitigating risks, and delivering measurable business value across multiple workstreams.

This individual contributor role reports to the Senior Director, Customer Success Strategy & Analytics, with responsibilities spanning roadmap, governance, and executive

Qualifications

• 8+ years of strategy/ops and program management experience leading large-scale programs.

Responsibilities

• Own and define the CS Strategy & Operations program roadmap and vision for major initiatives, bias to automation.
• Collaborate with senior leaders to plan objectives, scope, deliverables, and stakeholder expectations.
• Design and run strategic brainstorming sessions with SMEs and CS leaders to shape new initiatives.
• Direct cross-functional activities to ensure adoption and measurable business impact.
• Develop executive-level communications and Steering Committee updates.
• Create program artifacts, including long-range plans and risk/issue logs.
• Define and track program metrics tied to outcomes (adoption, GRR, efficiency).
• Lead AI-augmented program management practices to accelerate reporting and oversight.

Skills

Strategy & operations leadership

Customer Success / GTM

Influence & executive alignment

Problem solving & urgency

Digital transformation

Executive communication

BS/BA degree

Agile methodologies

Education

BS/BA degree or equivalent

Tools

SmartSheet

Jira

Confluence

Job description

DocuSign is seeking a CS Strategy & Operations Program Manager to design and drive the company’s most complex transformation programs for Customer Success. You will act as a trusted advisor to leadership, shaping initiatives, mitigating risks, and delivering measurable business value across multiple workstreams.

This individual contributor role reports to the Senior Director, Customer Success Strategy & Analytics, with responsibilities spanning roadmap, governance, and executive