Customer Success Strategy & Operations Specialist

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

Benefits offered by this job

Bonus eligibility

RSUs

Full health benefits

Paid time off

Job summary

DocuSign is seeking a CS Strategy & Operations Manager to plan and deliver critical insights, driving performance and efficiency across North America and LATAM. You’ll partner with CS GTM leadership, evaluate processes, and communicate findings to improve regional success operations.

The role reports to the Senior Manager, CS Strategy & Operations and is hybrid, requiring in-office presence at least 2 days a week. Strong data storytelling and collaboration are essential.

Qualifications

• Bachelor's degree required.
• 8+ years experience in customer facing or sales team of a management consultancy/tech company.
• Experience leveraging AI tools to analyze data, optimize processes, or drive 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.
• Perform recurring and ad hoc analysis to identify trends, impacts & root causes across Customer Success.
• Communicate regularly on business 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.

Skills

Communication

Executive presence

Storytelling with data

Problem solving

Collaboration across teams

AI tools

Data-driven decisions

Education

Bachelor's degree

Tools

Salesforce

Power BI

Excel

Gainsight

Job description

DocuSign is seeking a CS Strategy & Operations Manager to plan and deliver critical insights, driving performance and efficiency across North America and LATAM. You’ll partner with CS GTM leadership, evaluate processes, and communicate findings to improve regional success operations.

The role reports to the Senior Manager, CS Strategy & Operations and is hybrid, requiring in-office presence at least 2 days a week. Strong data storytelling and collaboration are essential.