CS Strategy & Operations Transformation Lead

DocuSign, Inc.; San Francisco (CA); Hybrid; USD 133,000 - 207,000; Full time

Benefits offered by this job

RSUs

Bonus eligibility

Paid time off

Job summary

DocuSign, Inc. seeks a CS Strategy & Operations Program Manager to design and drive complex transformation programs for Customer Success.

You will act as a trusted advisor to leadership, guiding initiatives across multiple workstreams and delivering measurable business value. The role reports to the Senior Director, Customer Success Strategy & Analytics, and requires hybrid work with in-office and remote collaboration.

Qualifications

• 8+ years in strategy/operations and program management or enterprise transformation.
• 5+ years in Customer Success, Sales, or GTM within SaaS/subscription businesses.
• Ability to influence senior leaders and C-level executives.
• Strong problem-solving and sense of urgency; cross-functional leadership.

Responsibilities

• Define the CS Strategy & Operations program roadmap and vision.
• Collaborate with senior leaders to plan objectives and deliverables; improve customer experience and performance.
• Lead strategic brainstorming sessions with SMEs and CS leaders to shape initiatives.
• Guide cross-functional program activities; ensure alignment across workstreams and executives.

Skills

Strategy

Operations

Program management

Executive communication

AI in PM

Education

BS/BA or equivalent

Tools

Jira

Confluence

SmartSheet

Job description

DocuSign, Inc. seeks a CS Strategy & Operations Program Manager to design and drive complex transformation programs for Customer Success.

You will act as a trusted advisor to leadership, guiding initiatives across multiple workstreams and delivering measurable business value. The role reports to the Senior Director, Customer Success Strategy & Analytics, and requires hybrid work with in-office and remote collaboration.