Customer Success Strategy & Analytics Lead

Docusign; Seattle (WA); Hybrid; USD 150,000 - 210,000; Full time

Benefits offered by this job

Paid Time Off

Company holidays

Paid parental leave

Health benefits

Retirement plans

Learning and development

Job summary

Docusign is seeking a Senior Customer Success Operations leader to drive transformation initiatives across Customer Success, Sales and Services. You will translate strategy into actionable programs, roadmaps, and governance with executive-level visibility.

You will design scalable processes, define telemetry, and partner with technology teams to deliver system enhancements while maintaining a customer-first focus and clear accountability across teams.

Qualifications

• 8+ years in CS Ops, Sales Ops, or related roles.
• Experience leading complex cross-functional programs with measurable impact.
• Experience with CS and Go-To-Market processes and tools.
• Experience with data analytics and dashboards to drive decisions.
• Experience with Salesforce and Gainsight and telemetry pipelines.
• Experience building structured plans and managing dependencies.
• Experience with executive/stakeholder management and influencing without authority.
• Experience in B2B SaaS and global program management.
• Strong written and verbal communication; ability to craft executive-ready narratives.

Responsibilities

• Own P0/P1 transformation initiatives from design through execution.
• Translate CS strategy into program charters, roadmaps, metrics, and operating rhythms.
• Design and refine CS workflows and SOPs across CS, Sales, Services, and cross-functional partners.
• Work with data partners to define telemetry needs, metrics, and reporting.
• Prioritize, scope, and deliver system enhancements with technology teams.
• Build and maintain program governance and leadership-facing artifacts.
• Prepare executive communications and decision briefs.
• Partner with CS and GTM leadership to identify risks and opportunities.
• Champion Docusign principles in program design and execution.

Skills

Customer Success Ops

Cross-functional leadership

Data analytics

Salesforce

Gainsight

Executive communication

Stakeholder management

Project management

Tools

Tableau

Gong

Certinia

Job description

Docusign is seeking a Senior Customer Success Operations leader to drive transformation initiatives across Customer Success, Sales and Services. You will translate strategy into actionable programs, roadmaps, and governance with executive-level visibility.

You will design scalable processes, define telemetry, and partner with technology teams to deliver system enhancements while maintaining a customer-first focus and clear accountability across teams.