Senior Manager, Customer Success Strategy & Operations

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

Benefits offered by this job

Bonus eligibility

RSUs

Global benefits

Job summary

DocuSign is seeking a Sr Manager, CS Strategy & Operations to define and improve how Customer Success executes core motions across the lifecycle. You will standardize SOPs, playbooks, and interlocks with Sales, Services, and Product to remove friction and drive consistent outcomes.

In this role you partner with Enablement, Analytics, and Experience teams to translate business needs into scalable processes, tools, and dashboards, guiding leaders with clear, measurable results.

Qualifications

• Experience in Customer Success Operations or post-sales roles.
• Ability to design end-to-end CS processes and SOPs.
• Experience with cross-team collaboration across CS, Sales, and Services.
• Familiarity with CS platforms (Salesforce, Gainsight, Certinia).
• Strong communication and stakeholder management skills.

Responsibilities

• Define and evolve CS role strategy, engagement models, success metrics, and operating rhythms.
• Own CS playbook strategy and execution, including intake, prioritization, design standards, SLAs, governance, and retirement.
• Design and maintain end-to-end CS lifecycle processes and SOPs across CSMs and CSMAs.
• Map cross-team workflows with clear RACIs, handoffs, and deliverables.
• Align process designs with tooling and translate requirements into configuration and enhancements.

Skills

Customer Success

Business Process Design

Cross-functional Collaboration

Gainsight/Salesforce familiarity

Tools

Salesforce

Gainsight

Certinia

Job description

DocuSign is seeking a Sr Manager, CS Strategy & Operations to define and improve how Customer Success executes core motions across the lifecycle. You will standardize SOPs, playbooks, and interlocks with Sales, Services, and Product to remove friction and drive consistent outcomes.

In this role you partner with Enablement, Analytics, and Experience teams to translate business needs into scalable processes, tools, and dashboards, guiding leaders with clear, measurable results.