Customer Success Strategy & Ops Lead (Hybrid)

DocuSign; Seattle (WA); Hybrid; USD 140,000 - 207,000; Full time

Benefits offered by this job

Bonus plan

RSUs

Health benefits

Paid time off

Job summary

DocuSign seeks a GTM CS Strategy & Operations Manager to drive critical business insights and operational efficiency. You will partner with regional leadership to optimize processes, costs, and performance across Customer Success in a fast-paced regional model.

You will also travel ~15%, report to the Director, CS Operations EMEA, and serve as a trusted advisor to the CS GTM team, shaping dashboards and communication for executives.

Qualifications

• 8+ years of experience in a customer facing or sales team of a management consultancy/tech company.
• Experience using and developing reports, metrics and dashboards with salesforce.com and BI tools and Advanced Excel.

Responsibilities

• Provide thought leadership regarding data and actionable insights to key stakeholders across the Customer Success Management organization.
• Create and manage dashboards to provide visibility and monitoring of key metrics relevant to the region and promote focus areas based on identification of trends and performance differentiators.
• Perform recurring and ad hoc analysis to identify trends, impacts & root causes across Customer Success, and articulate key findings to assist decision making and prioritization.
• Communicate regularly on business/team performance, making recommendations based on analysis of key performance areas.
• Present insights on key customer success metrics to other stakeholders with a view to assisting them drive performance in their areas (eg upsell trends, marketing program impacts etc)
• Identify inefficiencies, support the implementation of solutions, and track progress around Customer Success team productivity, planning, processes, and tools

Skills

Salesforce.com

BI tools

Advanced Excel

English fluency

Education

Bachelor's degree or equivalent

Tools

FinancialForce

Job description

DocuSign seeks a GTM CS Strategy & Operations Manager to drive critical business insights and operational efficiency. You will partner with regional leadership to optimize processes, costs, and performance across Customer Success in a fast-paced regional model.

You will also travel ~15%, report to the Director, CS Operations EMEA, and serve as a trusted advisor to the CS GTM team, shaping dashboards and communication for executives.