Senior Manager, Customer Success Strategy & Operations

DocuSign, Inc.; San Francisco (CA); Hybrid; USD 165,000 - 266,000; Full time

Benefits offered by this job

RSUs

Bonus eligibility

Health benefits

Job summary

DocuSign is seeking a Sr Manager, Strategy & Operations for Success Plays to design and continuously improve Customer Success processes across the lifecycle, with a focus on CxMs, SOPs, and interlocks with Sales and Services. You will partner with Customer Success Experience, GTM, Analytics, Applications Engineering, Product, and Enablement to standardize workflows and reduce friction.

Reporting to the Senior Director, Customer Success Experience, you will map end-to-end lifecycle processes,

Qualifications

• 12+ years in Customer Success Operations, Business Process Design, or related roles.
• Experience designing end-to-end customer-facing processes and SOPs.
• Experience with CS lifecycle, renewal processes, and success planning.
• Experience with CRM/CS platforms such as Salesforce, Gainsight, Certinia; ability to define system requirements.
• Experience mapping RACIs and SOPs for field scalability; cross-region experience.

Responsibilities

• Define and evolve role strategy and engagement models for CS roles across the lifecycle.
• Own CxM playbook strategy and operational execution, including intake, prioritization, SLAs, governance.
• Document end-to-end CS lifecycle processes and SOPs across journey stages.
• Define and govern CS plan and Account plan standards from a CxM perspective.
• Map cross-team workflows with clear RACIs, handoffs, and deliverables.
• Align process designs with tooling in Salesforce, Gainsight, Certinia; translate requirements into configuration.
• Collaborate with playbook content leads to reflect processes in playbooks and dashboards.
• Maintain a governed library of CS SOPs, process maps, and standards.
• Connect processes to metrics and enable leaders to inspect execution and outcomes.
• Support change management for process and tooling changes with Enablement.

Skills

Customer Success Operations

Process Design

SOP Documentation

Cross-Functional Collaboration

CRM: Salesforce

Gainsight

Certinia

Stakeholder Management

Change Management

Tools

Salesforce

Gainsight

Certinia

Customer Success Console

Job description

DocuSign is seeking a Sr Manager, Strategy & Operations for Success Plays to design and continuously improve Customer Success processes across the lifecycle, with a focus on CxMs, SOPs, and interlocks with Sales and Services. You will partner with Customer Success Experience, GTM, Analytics, Applications Engineering, Product, and Enablement to standardize workflows and reduce friction.

Reporting to the Senior Director, Customer Success Experience, you will map end-to-end lifecycle processes,