Senior Manager, CS Strategy & Operations

Docusign; San Francisco (CA); Hybrid; USD 165,000 - 266,000; Full time

Benefits offered by this job

Bonus plan

RSUs

Comprehensive health benefits

Paid time off & holidays

Parental leave

Retirement plans

Job summary

Docusign is seeking a Sr Manager, Strategy & Operations - Customer Success to lead process design and SOPs across the customer lifecycle. You will partner with CS Experience, GTM, and Enablement to standardize plays and reduce friction while aligning with Docusign’s customer-first principles.

You will drive end-to-end lifecycle processes, governance, and cross-functional workflows, collaborating with Sales, Services, and Technology teams to translate requirements into deployable configurations.

Qualifications

• 12+ years of experience in Customer Success Operations, Business Process Design, Customer Success Programs, or related roles.
• Experience designing and documenting end-to-end customer-facing processes, SOPs, and role workflows, ideally within Customer Success or post-sales organizations.
• Experience with Customer Success lifecycle, renewal processes, success planning, and how Account/Customer Success plans (Customer SuccessP/AP) support customer and business outcomes.
• Experience working with CRM and Customer Success platforms such as Salesforce, Gainsight, and Certinia; comfortable defining business requirements for system changes.
• Experience creating clear process maps, RACIs, and SOPs that are practical for the field and scalable across segments and regions.
• Experience partnering with content and enablement teams to operationalize playbooks in tools and processes, including intake workflows and governance.
• Experience with executive and stakeholder management and collaboration, with a track record of working across Customer Success, Sales, Services, and technology teams.
• Experience connecting teamwork and deliverables to broader business outcomes, identifying opportunities to increase value or reduce risk, especially by leveraging new efficiencies enabled by technology like AI where possible.
• Experience independently evaluating, adopting, and scaling tools and practices (including AI) to improve organizational efficiency and embed continuous learning, mentorship, and knowledge-sharing.

Responsibilities

• Define and evolve role strategy and engagement models for Customer Success roles across the customer lifecycle, including role charters, boundaries, success measures, and operating rhythms.
• 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 how Customer SuccessMs, Customer SuccessAMs, and other GTM roles engage across journey stages.
• Define and govern Customer Success plan and Account plan standards (CSP/AP) from a CxM perspective that eliminates duplicate templates and conflicting workflows.
• Map and document cross-team workflows (inputs, outputs, SLAs, controls) across Customer Success, Sales, Services, Technical Account Management, Onboarding, and Support, ensuring clear RACIs, handoffs, exits, and deliverables.
• Align process designs with tooling in Salesforce, Gainsight, Certinia, Customer Success Console, and related systems, partnering with technology teams to translate business requirements into configuration and enhancements.
• Partner with playbook content leads to ensure processes and SOPs are reflected in playbook templates and operational dashboards so teams can execute consistently.
• Maintain and curate a governed library of Customer Success SOPs, process maps, and standards in the designated knowledge hubs, ensuring content is discoverable, current, and easy for the field to use.
• Collaborate with Customer Success Business Partners, Strategy & Analytics Customer Success, and Customer Success Experience Ops to connect processes to metriCustomer Success and signals, enabling leaders to inspect execution and outcomes.
• Support change management for process and tooling changes by partnering with Enablement and Communications on training plans, field messaging, and adoption tracking.
• Act as a trusted advisor to Customer Success leaders and ICustomer Success on how processes, SOPs, and tools should work together to support customer outcomes and team effectiveness.

Skills

Customer Success Ops

Process design

SOPs development

GTM collaboration

Stakeholder management

CRM systems

Cross-functional collaboration

AI tooling

Executive collaboration

Project management

Tools

Salesforce

Gainsight

Certinia

Customer Success Console

Job description

Docusign is seeking a Sr Manager, Strategy & Operations - Customer Success to lead process design and SOPs across the customer lifecycle. You will partner with CS Experience, GTM, and Enablement to standardize plays and reduce friction while aligning with Docusign’s customer-first principles.

You will drive end-to-end lifecycle processes, governance, and cross-functional workflows, collaborating with Sales, Services, and Technology teams to translate requirements into deployable configurations.