Customer Success Strategy & Operations Lead

Docusign; San Francisco (CA); Hybrid; USD 133,000 - 207,000; Full time

Benefits offered by this job

Paid Time Off

Parental Leave

Full Health Benefits Plans

Retirement Plans

Learning and Development

Compassionate Care Leave

Job summary

Docusign in the United States is seeking a CS Strategy & Operations Manager to lead data-driven insights and performance across North America and LATAM. The role partners with the CS GTM team and regional leaders to optimize processes, driving efficiency and growth.

You will analyze key metrics, present findings to senior stakeholders, and support strategic planning, budgeting and headcount allocation for the Customer Success group.

Qualifications

• Bachelor's degree required.
• 8+ years in customer-facing or sales roles in a consultancy/tech firm.
• Experience using AI to analyze data and optimize processes.
• Experience in reporting with Salesforce and BI tools.
• Willingness to travel ~15%.

Responsibilities

• Provide data-driven insights to stakeholders.
• Monitor regional metrics and identify trends.
• Conduct recurring and ad hoc analysis to inform decisions.
• Communicate performance regularly and recommend actions.
• Present insights to drive regional performance and upsell effects.
• Identify inefficiencies and implement solutions with teams.
• Create indicators from multiple data sources to assess risk.
• Produce weekly, monthly, quarterly reports and ad hoc requests.
• Coordinate with global and regional teams to align programs.
• Prepare executive presentations and quarterly reviews.
• Own fiscal year planning for CS team.

Skills

AI data analysis

Salesforce proficiency

BI tools

Advanced Excel

Travel willingness

Education

Bachelor's degree

Tools

Salesforce

BI tools

Gainsight

Advanced Excel

Job description

Docusign in the United States is seeking a CS Strategy & Operations Manager to lead data-driven insights and performance across North America and LATAM. The role partners with the CS GTM team and regional leaders to optimize processes, driving efficiency and growth.

You will analyze key metrics, present findings to senior stakeholders, and support strategic planning, budgeting and headcount allocation for the Customer Success group.