CS Strategy & Ops Program Lead (Hybrid, AI-Driven)

DocuSign; Seattle (WA); Hybrid; USD 140,000 - 210,000; Full time

Benefits offered by this job

Parental leave

Paid time off

Remote work

Job summary

DocuSign is seeking a CS Strategy & Operations Program Manager to own and drive complex transformation programs for Customer Success. You will act as a trusted advisor to leadership, identify opportunities, mitigate risks, and coordinate multiple interdependent workstreams with executive visibility.

The role reports to the Senior Director, Customer Success Strategy & Analytics, and blends strategic inception through delivery with a focus on measurable business value and adoption across teams.

Qualifications

• 8+ years of combined strategy/operations and program management experience.
• 5+ years in Customer Success, Sales, or GTM within a SaaS or subscription business.
• Proven ability to influence senior leadership and executives.
• Strong problem solving and sense of urgency.

Responsibilities

• Own and define the CS Strategy & Operations program roadmap and vision for CS initiatives.
• Collaborate with senior leaders to plan objectives, scope, and deliverables.
• Lead strategic brainstorming sessions with SMEs and CS leaders to shape initiatives.

Skills

Strategy/Operations

Program management

Executive communication

Problem solving

Digital transformation

Cross-functional leadership

SaaS / subscription experience

Education

BS/BA degree

Tools

Agile

SmartSheet

Jira

Confluence

Job description

DocuSign is seeking a CS Strategy & Operations Program Manager to own and drive complex transformation programs for Customer Success. You will act as a trusted advisor to leadership, identify opportunities, mitigate risks, and coordinate multiple interdependent workstreams with executive visibility.

The role reports to the Senior Director, Customer Success Strategy & Analytics, and blends strategic inception through delivery with a focus on measurable business value and adoption across teams.