Customer Success Strategy & Operations Lead

DocuSign, Inc.; Illinois; Hybrid; USD 127,000 - 174,000; Full time

Benefits offered by this job

RSUs

Bonus plan

Health benefits

Retirement plan

Paid time off

Parental leave

Job summary

Docusign is seeking a CS Strategy & Operations Manager in Illinois to drive data-led decisions and optimize regional performance. You will partner with North America and LATAM leadership to scale operations, monitor key metrics, and communicate insights to executives.

This individual contributor role reports to the Senior Manager, CS Strategy & Operations, and requires strong analytical and storytelling abilities to influence cross-functional teams across the customer success organization.

Qualifications

• 8+ years in customer facing or sales team of a management consultancy/tech company
• Experience leveraging AI tools and technologies to analyze data, optimize processes, or drive operational efficiencies
• Experience using and developing reports, metrics and dashboards with Salesforce and BI tools and Advanced Excel
• Willingness and ability to travel as necessary, typically about 15%

Responsibilities

• Provide thought leadership regarding data and actionable insights to key stakeholders across the Customer Success Management organization
• Provide visibility and monitoring of key metrics relevant to the region and promote focus areas based on identification of trends and performance differentiators
• Perform recurring and ad hoc analysis to identify trends, impacts & root causes across Customer Success, and articulate key findings to assist decision making and prioritization
• Communicate regularly on business/team performance, making recommendations based on analysis of key performance areas
• Present insights on key customer success metrics to other stakeholders with a view to assisting them drive performance in their areas (eg upsell trends, marketing program impacts etc)

Skills

Data analytics

Stakeholder mgmt

Executive communication

Sales analytics

AI tools usage

Travel willingness

Education

Bachelor's degree

Tools

Salesforce

BI tools

Advanced Excel

Job description

Docusign is seeking a CS Strategy & Operations Manager in Illinois to drive data-led decisions and optimize regional performance. You will partner with North America and LATAM leadership to scale operations, monitor key metrics, and communicate insights to executives.

This individual contributor role reports to the Senior Manager, CS Strategy & Operations, and requires strong analytical and storytelling abilities to influence cross-functional teams across the customer success organization.