CS Operations & Analytics Lead (Hybrid)

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

Job summary

Docusign is seeking a Customer Success Operations Manager - CS Experience to lead strategic, cross-functional initiatives that optimize how Customer Success teams operate. You will translate strategy into processes, tools, and rhythms that reduce friction and drive measurable customer outcomes.

As an individual contributor reporting to the Senior Director, you will partner across CS, Sales, and Services to implement scalable operating models, governance, and executive-ready communications

Qualifications

• 8+ years in Customer Success Operations, Sales Operations, or related roles.
• Experience leading complex cross-functional programs from concept to implementation.
• Experience with CS and Go To Market processes and tools.
• Experience with data analytics, metrics, dashboards, and decision support.
• Familiarity with Salesforce and Gainsight and telemetry/data pipelines.

Responsibilities

• Act as Customer Success Operations lead for CS Experience, owning major transformation initiatives.
• Translate strategy into program charters, roadmaps, metrics, and operating rhythms.
• Design and refine CS workflows connecting roles, playbooks, and systems (Salesforce, Gainsight, Certinia).
• Define telemetry needs, success metrics, and reporting for CS leadership.
• Prioritize, scope, and deliver systems enhancements with business-led requirements.
• Maintain program governance and executive-ready communications.

Skills

CS Operations

Program Management

Cross-functional Collaboration

Data Analytics

Salesforce

Gainsight

Go To Market

Tools

Salesforce

Gainsight

Tableau

Gong

Job description

Docusign is seeking a Customer Success Operations Manager - CS Experience to lead strategic, cross-functional initiatives that optimize how Customer Success teams operate. You will translate strategy into processes, tools, and rhythms that reduce friction and drive measurable customer outcomes.

As an individual contributor reporting to the Senior Director, you will partner across CS, Sales, and Services to implement scalable operating models, governance, and executive-ready communications