Customer Success Strategy & Analytics Leader

DocuSign; Seattle (WA); Hybrid; USD 127,000 - 183,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Global Benefits

Job summary

DocuSign is seeking a Customer Success Operations Manager - CS Experience to lead strategic, cross-functional initiatives that enhance how Customer Success teams operate. You’ll translate strategy into actionable processes, tools, and rhythms across CS, Sales, and Services, delivering measurable customer and business outcomes.

You will report to the Senior Director, Customer Success Experience and partner with technology teams to drive governance, metrics, and executive-ready communications.

Qualifications

• 8+ years of experience in Customer Success Operations, Sales Operations, Strategy and Operations, or related roles.
• Experience leading complex cross-functional programs from concept through implementation, with clear business impact.
• Experience with Customer Success and Go To Market processes (renewals, forecasting, adoption programs, playbooks, success planning) and how they show up in tools.
• Experience working with data and analytics, including defining metrics, partnering with analytics teams, and interpreting dashboards to drive decisions.
• Experience with Salesforce and Gainsight (or similar CRM/CS platforms) and how telemetry and data pipelines support CS operations.

Responsibilities

• Act as Customer Success Operations lead for Customer Success Experience, owning P0/P1 transformation initiatives and major change programs from design through execution ensuring plans, dependencies, and risks are visible and proactively managed.
• Translate Customer Success Experience strategy into clear program charters, roadmaps, success metrics, and operating rhythms across Customer Success, Sales, Services, and cross-functional partners
• Design and refine Business Process workflows and CS processes and SOPs that connect roles, playbooks, and systems (Salesforce, Gainsight, Certinia, analytics tools) into a coherent operating model
• Work with data and analytics partners to define telemetry needs, success metrics, and reporting that help CS leaders run the business
• Partner with technology teams and CS Experience Architects to prioritize, scope, and deliver systems enhancements, ensuring requirements are business-led and well documented
• Build and maintain program governance, including forums, cadences, and artifacts that keep leaders aligned on priorities, trade-offs, and progress
• Prepare high-quality executive-level communications and materials that clearly surface issues, options, and recommendations
• Serve as a trusted partner to CS and Go To Market leadership, identifying operational risks, gaps, and opportunities and driving resolution
• Champion DocuSign's principles in how programs are designed, communicated, and executed

Skills

Customer Success Operations

Cross-functional programs

Telemetry & metrics

Executive stakeholder management

Salesforce

Gainsight

Certinia

Analytics tools

Tools

Salesforce

Gainsight

Certinia

Job description

DocuSign is seeking a Customer Success Operations Manager - CS Experience to lead strategic, cross-functional initiatives that enhance how Customer Success teams operate. You’ll translate strategy into actionable processes, tools, and rhythms across CS, Sales, and Services, delivering measurable customer and business outcomes.

You will report to the Senior Director, Customer Success Experience and partner with technology teams to drive governance, metrics, and executive-ready communications.