Customer Success Strategy Lead - AI-Driven (Hybrid)

DocuSign

Chicago (IL)

Hybrid

USD 140,000 - 190,000

Full time

6 days ago

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Benefits offered by this job

Parental leave

Paid time off

Remote work

Job summary

DocuSign is seeking a CS Strategy & Operations Program Manager to design and drive our most complex transformation programs for Customer Success. This individual contributor role reports to the Senior Director, Customer Success Strategy & Analytics and blends strategic leadership with hands-on execution.

You will align initiatives across cross-functional teams, deliver measurable business value, and communicate progress to executives.

Qualifications

8+ years of strategy/operations and program management experience.
5+ years in Customer Success or GTM in SaaS.
Influence senior leadership and C-level executives.
Strong problem solving and urgency.
Experience driving digital transformation across programs.
Ability to develop strategic frameworks for broad understanding.
Excellent executive communication and interpersonal skills.

Responsibilities

Own and define the CS Strategy & Operations program roadmap and vision.
Collaborate with senior leaders to plan objectives, scope and deliverables.
Design sessions with SMEs and CS leaders to mature initiatives.
Coordinate cross-functional activities and report to stakeholders at all levels.
Lead executive-level communications and Steering Committee updates.
Create program artifacts: long-range plans, dependencies, risk logs.
Define and track program success metrics tied to business outcomes.
Model AI-augmented program management to improve velocity and oversight.
Evolve program management methodology and share lessons learned.