CS Strategy & Operations Transformation Lead - Hybrid

DocuSign; Seattle (WA); Hybride; USD 133 000 - 207 000; Plein temps

Avantages offerts par ce poste

Stock options/RSUs

Bonus plan

Global benefits: PTO, health, and more

Résumé du poste

DocuSign is seeking a CS Strategy & Operations Program Manager to design and lead transformative Customer Success initiatives. You will own the program roadmap, align with senior leaders, and drive cross-functional execution to improve customer outcomes and business performance.

You will report to the Senior Director of Customer Success Strategy & Analytics and work in a Hybrid model with in-office and remote days, collaborating with executives to deliver measurable impact.

Qualifications

• 8+ years of combined strategy/operations and program management experience.
• 5+ years in Customer Success, Sales, or GTM within SaaS.
• Proven ability to influence executives and drive cross-functional programs.
• Excellent executive communication and problem-solving.

Responsabilités

• Own and define the overarching CS Strategy & Operations program roadmap and vision for major Customer Success Operations initiatives, with a bias to agentification and automation.
• Collaborate with senior leaders to proactively plan program objectives, scope, and deliverables, and manage expectations to improve customer experience and business performance.
• Design and facilitate strategic brainstorming sessions with SMEs, cross-functional stakeholders, and CS leaders to surface and pressure-test new initiatives before they enter the roadmap.
• Enable all activities from strategic inception through delivery and adoption, directing cross-functional program activities and accountability across multiple workstreams and executives.
• Lead the development and presentation of executive-level communications, including Steering Committee updates, to show status, value, and impact.
• Create and manage program-level artifacts, including long-range plans, cross-program maps, and risk/issue logs informing decisions.
• Define and track program-level success metrics tied to adoption, GRR, and efficiency gains.
• Model and champion AI-augmented program management practices to accelerate reporting and scaling oversight.

Connaissances

Strategy & operations leadership

Program management

Customer Success experience

Executive communication

Cross-functional collaboration

Formation

BS/BA degree or equivalent

Outils

SmartSheet

Jira

Confluence

Description du poste

DocuSign is seeking a CS Strategy & Operations Program Manager to design and lead transformative Customer Success initiatives. You will own the program roadmap, align with senior leaders, and drive cross-functional execution to improve customer outcomes and business performance.

You will report to the Senior Director of Customer Success Strategy & Analytics and work in a Hybrid model with in-office and remote days, collaborating with executives to deliver measurable impact.