Customer Success Strategy & Operations Lead

Docusign; Seattle (WA); Hybrid; USD 127,000 - 183,000; Full time

Benefits offered by this job

Paid Time Off

Health benefits

Retirement plans

Learning & Development

Job summary

Docusign is seeking a CS Strategy & Operations Manager to drive critical business insights and performance across North America and LATAM. The role partners with CS GTM and regional leaders to improve efficiency and strategic outcomes in a fast-paced environment.

You will communicate insights, develop performance metrics, and influence decisions through data-driven storytelling. This position is hybrid, offering in-office collaboration and remote work where appropriate, with significant

Qualifications

• Bachelor's degree required in a relevant field.
• 8+ years experience 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 trends and performance differences.
• Perform recurring and ad hoc analysis to identify trends, impacts and root causes across Customer Success, and articulate key findings to aid decision making.
• Communicate regularly on business/team performance, making recommendations based on analysis of key performance areas.
• Present insights on key customer success metrics to stakeholders to drive performance in their areas (upsell trends, program impacts).
• Identify inefficiencies, support implementation of solutions, and track progress around CS team productivity, planning, processes and tools.
• Create and monitor indicators using multiple data sources to understand risk and mitigate plans.
• Produce weekly, monthly, and quarterly reports and fulfill ad hoc data requests.
• Act as liaison between global success operations and regional leadership, aligning global initiatives in region.
• Build executive presentations (e.g., QBR) with CS Leaders.
• Own and coordinate fiscal year planning for the CS team.

Skills

Communication skills

Data analysis

AI tools

Salesforce

BI tools

Advanced Excel

Travel readiness

Education

Bachelor's degree

Tools

Salesforce

Gainsight

Job description

Docusign is seeking a CS Strategy & Operations Manager to drive critical business insights and performance across North America and LATAM. The role partners with CS GTM and regional leaders to improve efficiency and strategic outcomes in a fast-paced environment.

You will communicate insights, develop performance metrics, and influence decisions through data-driven storytelling. This position is hybrid, offering in-office collaboration and remote work where appropriate, with significant