Customer Success Strategy & Data Analytics Lead

DocuSign, Inc.; Northern (KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

DocuSign, Inc. is seeking a Customer Success Operations Manager for CS Experience. This strategic role leads cross-functional initiatives to standardize processes, tools, and rhythms that enable Customer Success teams to operate efficiently and deliver measurable outcomes.

The position reports to the Senior Director of CS Experience and focuses on high-impact transformations across CS, Sales and Services. The role demands 8+ years in CS operations, strong data and analytics skills, and

Qualifications

• 8+ years in Customer Success Operations or related roles.
• Proven track record leading cross-functional programs from concept to implementation.
• Experience with CS GTM processes (renewals, forecasting, adoption programs) and playbooks.
• Strong data/analytics skills; able to define metrics and interpret dashboards.
• Experience with Salesforce and Gainsight; understand telemetry and data pipelines.
• Excellent stakeholder management and influencing skills.

Responsibilities

• Act as Customer Success Operations lead for CS Experience and own transformation initiatives.
• Translate CS Experience strategy into program charters, roadmaps and success metrics.
• Design and refine CS workflows and SOPs linking roles, playbooks, and systems.
• Work with data partners to define telemetry needs and reporting for CS leadership.
• Prioritize and deliver system enhancements with business-led requirements.
• Build governance forums, cadences, and artifacts for leadership alignment.
• Prepare executive-level communications with clear issues, options, and recommendations.
• Partner with CS and GTM leadership to identify operational risks and opportunities.
• Champion the company's principles in program design and execution.

Skills

Program leadership

CS GTM processes

Data analytics

Salesforce

Gainsight

Cross-functional collaboration

Project management

Influence without authority

Tools

Tableau

Gong

Job description

DocuSign, Inc. is seeking a Customer Success Operations Manager for CS Experience. This strategic role leads cross-functional initiatives to standardize processes, tools, and rhythms that enable Customer Success teams to operate efficiently and deliver measurable outcomes.

The position reports to the Senior Director of CS Experience and focuses on high-impact transformations across CS, Sales and Services. The role demands 8+ years in CS operations, strong data and analytics skills, and