Senior Manager, Customer Success Strategy & Operations

Docusign; Seattle (WA); Hybrid; USD 158,000 - 233,000; Full time

Benefits offered by this job

Bonus

RSUs

Job summary

Docusign is seeking a Sr Manager, Strategy & Operations - Success Plays to design and optimize Customer Success processes across the lifecycle. You will standardize SOPs, define role workflows, and connect CS with Sales, Services, and Technology teams to reduce friction and ensure consistent execution.

The role emphasizes process thinking, tools alignment, and governance, partnering with Enablement, Analytics, and Experience teams to drive measurable outcomes and scalable playbooks across global

Qualifications

• 12+ years of experience in Customer Success Operations or related roles.
• Experience designing end-to-end customer-facing processes and SOPs.
• Experience with CS lifecycle, renewal processes, and success planning.
• Experience working with Salesforce, Gainsight, Certinia; define business requirements.
• Experience creating clear process maps, RACIs, and SOPs scalable across regions.
• Experience partnering with content and enablement to operationalize playbooks.
• Experience leading cross-functional teams and senior stakeholders.
• Experience leveraging AI/tools to improve efficiency.

Responsibilities

• Define and evolve role strategy and engagement models for CS roles across the customer lifecycle.
• 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 CS lifecycle processes and SOPs, including how CSMs, CSAMs, and other GTM roles engage across journey stages.
• Define and govern CS 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 CS, Sales, Services, TACM, Onboarding, and Support, ensuring clear RACIs, handoffs, exits, and deliverables.
• Align process designs with tooling in Salesforce, Gainsight, Certinia, CS 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 a governed library of CS SOPs, process maps, and standards in the designated knowledge hubs, ensuring content is discoverable, current, and easy for the field to use.

Skills

Customer Success Ops

Process design

SOP development

Cross-functional collaboration

CRM systems

Stakeholder management

Data-driven decision making

Change management

Tools

Salesforce

Gainsight

Certinia

Customer Success Console

Job description

Docusign is seeking a Sr Manager, Strategy & Operations - Success Plays to design and optimize Customer Success processes across the lifecycle. You will standardize SOPs, define role workflows, and connect CS with Sales, Services, and Technology teams to reduce friction and ensure consistent execution.

The role emphasizes process thinking, tools alignment, and governance, partnering with Enablement, Analytics, and Experience teams to drive measurable outcomes and scalable playbooks across global