Customer Success Strategy & Operations Leader

DocuSign; Chicago (IL); Hybrid; USD 158,000 - 224,000; Full time

Job summary

DocuSign seeks a Senior Manager, CS Strategy & Operations to standardize and scale Customer Success processes across the lifecycle. You will own playbooks, design end-to-end SOPs, and partner with Sales, Services, and GTM to ensure consistent execution in Salesforce, Gainsight, Certinia, and related tools.

The role emphasizes cross-functional collaboration, process improvement, and governance to drive customer outcomes and team efficiency.

Qualifications

• 12+ years of experience in Customer Success Operations, Business Process Design, Customer Success Programs, or related roles.

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 engagement across journey stages.
• Define and govern Customer Success plan and Account plan standards from a CxM perspective to avoid duplicate templates and conflicting workflows.
• Map cross-team workflows with clear RACIs, handoffs, exits, and deliverables.
• Align process designs with tooling in Salesforce, Gainsight, Certinia, and related systems.
• Partner with playbook content leads to reflect processes in playbooks and dashboards.
• Maintain a governed library of Customer Success SOPs and standards in knowledge hubs.

Skills

Customer Success Operations

Process design

Stakeholder collaboration

CRM requirements gathering

Tools

Salesforce

Gainsight

Certinia

Job description

DocuSign seeks a Senior Manager, CS Strategy & Operations to standardize and scale Customer Success processes across the lifecycle. You will own playbooks, design end-to-end SOPs, and partner with Sales, Services, and GTM to ensure consistent execution in Salesforce, Gainsight, Certinia, and related tools.

The role emphasizes cross-functional collaboration, process improvement, and governance to drive customer outcomes and team efficiency.