Senior Manager, Customer Success Strategy & Operations

DocuSign, Inc.; Northern (KY); Hybrid; USD 150,000 - 210,000; Full time

Benefits offered by this job

RSUs

Full health benefits

Paid time off and holidays

Parental leave

Retirement plans

Learning & development

Global travel opportunities

Job summary

DocuSign is seeking an experienced Sr Manager, CS Strategy & Operations to design and improve customer success processes across the lifecycle. You will standardize workflows, SLAs, and playbooks while partnering with Sales, Services, and product teams to simplify operations and reduce friction.

The role emphasizes governance of CS SOPs, RACIs, and cross-team handoffs, with an eye toward scalable, enterprise-wide impact and strong stakeholder engagement.

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 CS plans support customer and business outcomes.
• Experience working with CRM and CS platforms such as Salesforce, Gainsight, and Certinia; comfortable defining requirements for system changes.
• Experience creating clear process maps, RACIs, and SOPs that are scalable across regions.

Responsibilities

• Define and evolve role strategy and engagement models for CS roles across the lifecycle.
• Own CxM play/ playbook strategy and operational execution, including intake, prioritization, design standards, SLAs, governance.
• Design, document, and maintain end-to-end CS lifecycle processes and SOPs across CSMs and GTM roles across journey stages.
• Define and govern CS plan and Account plan standards from a CS perspective.
• Map and document cross-team workflows across CS, Sales, Services, Technical Account Management, Onboarding, and Support.
• Align process designs with tooling in Salesforce, Gainsight, Certinia; collaborate with tech teams to translate requirements into configuration.
• Partner with playbook leads to ensure processes are reflected in playbooks and dashboards.
• Maintain a governed library of CS SOPs and process maps in knowledge hubs.
• Collaborate with CS Business Partners and Strategy & Analytics to connect processes to metrics and outcomes.
• Support change management for process and tooling changes with Enablement and Communications.

Skills

Customer Success Operations

Business Process Design

SOPs

Cross-functional collaboration

Stakeholder management

Tools

Salesforce

Gainsight

Certinia

Job description

DocuSign is seeking an experienced Sr Manager, CS Strategy & Operations to design and improve customer success processes across the lifecycle. You will standardize workflows, SLAs, and playbooks while partnering with Sales, Services, and product teams to simplify operations and reduce friction.

The role emphasizes governance of CS SOPs, RACIs, and cross-team handoffs, with an eye toward scalable, enterprise-wide impact and strong stakeholder engagement.