CS Strategy & Operations Lead

DocuSign, Inc.; San Francisco, Chicago, Seattle (CA, IL, WA); Hybrid; USD 146,000 - 235,000; Full time

Benefits offered by this job

RSUs

Time off & holidays

Health benefits

Job summary

DocuSign, in the United States, seeks a GTM CS Strategy & Operations Manager to drive data-driven insights and performance across the Customer Success organization. You will build dashboards, analyze trends, and partner with regional leadership to improve sales performance and operational efficiency.

The role collaborates with global teams, travels ~15%, and reports to the Director, CS Operations EMEA. A strong background in analytics, storytelling, and stakeholder communication is essential.

Qualifications

• 8+ years of experience in a 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.
• Educated to degree level or equivalent
• Fluency in English

Responsibilities

• Provide thought leadership regarding data and actionable insights to key stakeholders across the Customer Success Management organization.
• Create and manage dashboards to 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 (eg upsell trends, marketing program impacts etc)
• 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, and that bi-directional knowledge sharing drives global best practice
• Build executive presentations (e.g. Quarterly Business Reviews), crafting the messages in collaboration with Sales Leaders
• Own and coordinate fiscal year planning (Business Planning, Headcount Allocation, Territory Carving, Quota Allocation and new segment entry) for the Customer Success team

Skills

Executive communication

Data storytelling

Fluency in English

Education

Bachelor's degree or equivalent

Tools

Salesforce

BI tools

Advanced Excel

Job description

DocuSign, in the United States, seeks a GTM CS Strategy & Operations Manager to drive data-driven insights and performance across the Customer Success organization. You will build dashboards, analyze trends, and partner with regional leadership to improve sales performance and operational efficiency.

The role collaborates with global teams, travels ~15%, and reports to the Director, CS Operations EMEA. A strong background in analytics, storytelling, and stakeholder communication is essential.