Customer Success Strategy & Operations Lead

UNAVAILABLE; San Francisco (CA); Hybrid; USD 165,000 - 266,000; Full time

Benefits offered by this job

Bonus program

RSUs

Full health benefits

Paid time off

Paid parental leave

Learning & development

Job summary

DocuSign is seeking a Sr Manager, Strategy & Operations for Success Plays to lead process design and standardization across Customer Success. You will partner with CS Experience, GTM, Apps Eng, and Enablement to operationalize playbooks in tools and dashboards, reducing friction and enabling consistent execution across the lifecycle.

You will help define role engagement models, own playbook strategy, and maintain SOP libraries while aligning with Salesforce, Gainsight, and Certinia to deliver

Qualifications

• 12+ years of experience in Customer Success Operations, Business Process Design, Customer Success Programs, or related roles.
• Experience designing and documenting end-to-end customer-facing processes, SOPs, and role workflows, ideally within Customer Success or post-sales organizations.
• Experience with Customer Success lifecycle, renewal processes, success planning, and how Account/Customer Success plans support customer and business outcomes.
• Experience working with CRM and Customer Success platforms such as Salesforce, Gainsight, and Certinia; comfortable defining business requirements for system changes.
• Experience creating clear process maps, RACIs, and SOPs that are practical for the field and scalable across segments and regions.
• Experience partnering with content and enablement teams to operationalize playbooks in tools and processes, including intake workflows and governance.
• Experience with executive and stakeholder management and collaboration, with a track record of working across Customer Success, Sales, Services, and technology teams.

Responsibilities

• Define and evolve role strategy and engagement models for Customer Success roles across the customer lifecycle.
• Own CxM play/ playbook strategy and operational execution, including intake, prioritization, design standards, SLAs, build, governance, and retirement.
• Design, document, and maintain end-to-end Customer Success lifecycle processes and SOPs, including how Customer SuccessMs, Customer SuccessAMs, and other GTM roles engage across journey stages.
• Define and govern Customer Success plan and Account plan standards from a CxM perspective that eliminates duplicate templates and conflicting workflows.
• Map and document cross-team workflows across Customer Success, Sales, Services, Technical Account Management, Onboarding, and Support, ensuring clear RACIs, handoffs, exits, and deliverables.
• Align process designs with tooling in Salesforce, Gainsight, Certinia, and related systems, partnering with technology teams to translate business requirements into configuration and enhancements.
• Partner with playbook content leads to ensure processes and SOPs are reflected in playbook templates and operational dashboards so teams can execute consistently.
• Maintain a governed library of Customer Success SOPs, process maps, and standards in the designated knowledge hubs, ensuring content is discoverable and current.
• Collaborate with Customer Success Business Partners, Strategy & Analytics Customer Success, and Customer Success Experience Ops to connect processes to metrics and signals.
• Support change management for process and tooling changes by partnering with Enablement and Communications on training plans, field messaging, and adoption tracking.
• Act as a trusted advisor to Customer Success leaders on how processes, SOPs, and tools should work together to support customer outcomes.

Skills

CRM platforms

Salesforce

Gainsight

Certinia

Process design

SOPs

Stakeholder mgmt

Tools

Salesforce

Gainsight

Certinia

Job description

DocuSign is seeking a Sr Manager, Strategy & Operations for Success Plays to lead process design and standardization across Customer Success. You will partner with CS Experience, GTM, Apps Eng, and Enablement to operationalize playbooks in tools and dashboards, reducing friction and enabling consistent execution across the lifecycle.

You will help define role engagement models, own playbook strategy, and maintain SOP libraries while aligning with Salesforce, Gainsight, and Certinia to deliver