Senior Manager, Customer Success Strategy & Ops

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

Job summary

DocuSign is seeking a Sr Manager, Strategy & Operations - Success Plays to design and optimize CS processes across the customer lifecycle. You will define role strategies, own playbooks, and ensure discipline in SOPs, RACIs, and cross-team workflows.

You will partner with Sales, Services, and Technology to translate needs into effective configurations in core CS tools. You will report to the Senior Director, Customer Success Experience and influence how CS plays drive outcomes at scale in a

Qualifications

• 12+ years of experience in Customer Success Operations, Business Process Design, or related roles.
• Experience designing end-to-end customer-facing processes, SOPs, and role workflows in CS or post-sales.
• Experience with CRM and CS platforms such as Salesforce, Gainsight, and Certinia; comfortable defining business requirements for system changes.

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; align engagement across CSMs and GTM roles.
• Define and govern CS plan and Account plan standards (CSP/AP) from a CS perspective.
• Map and document cross-team workflows with clear RACIs, handoffs, exits, and deliverables.
• Align process designs with tooling in Salesforce, Gainsight, Certinia; translate requirements into configuration.
• Partner with playbook content leads to reflect processes in playbooks and dashboards.
• Maintain a governed library of CS SOPs, maps, and standards in knowledge hubs.

Skills

Customer Success Operations

Business Process Design

Customer Success Programs

Stakeholder Management

Change Management

Tools

Salesforce

Gainsight

Certinia

Job description

DocuSign is seeking a Sr Manager, Strategy & Operations - Success Plays to design and optimize CS processes across the customer lifecycle. You will define role strategies, own playbooks, and ensure discipline in SOPs, RACIs, and cross-team workflows.

You will partner with Sales, Services, and Technology to translate needs into effective configurations in core CS tools. You will report to the Senior Director, Customer Success Experience and influence how CS plays drive outcomes at scale in a