Senior Program Manager, IAM Adoption & Growth

Docusign; San Francisco (CA); Hybrid; USD 165,000 - 266,000; Full time

Benefits offered by this job

Paid Time Off

Paid Parental Leave

Full Health Benefits Plans

Retirement Plans

Learning and Development

Compassionate Care Leave

Job summary

Docusign, a leader in e-signature and CLM, seeks a Senior Program Manager to drive the IAM adoption initiative across Customer Success, Product, and Operations. This IC role reports to the Group Vice President of Global Enterprise Customer Success and emphasizes cross-functional execution and data-driven improvements.

Hybrid work arrangement with in-office presence required. You will lead strategic programs, orchestrate playbooks, and deliver executive reporting while advancing activation,

Qualifications

• BS/BA degree or equivalent work experience.
• 12+ years of experience in program management or change management supporting Customer Success, Education, Services programs, or other customer facing groups.
• Experience leading cross-functional projects and driving disciplined execution.
• Experience using data analytics to drive decision-making across multiple stakeholder groups.
• 5+ years experience with supporting software customer process optimization and change management with a focus on supporting cross functional software deployments and/or complex customer implementations.
• Experience driving decision making process across multiple senior stakeholders.
• Experience identifying and derisking key dependencies and unlocking execution efficiencies within cross-functional programs.
• Experience simultaneously steering multiple independent initiatives, keeping contributors accountable and on schedule, and streamlining work tracking with consistent processes.

Responsibilities

• Lead end-to-end cross-functional projects and programs that optimize customer activation, product adoption, and long-term retention.
• Work with senior stakeholders to drive a comprehensive program that ensures milestones, manages dependencies and risks, and measures impact across regions and segments.
• Architect process and workflow improvements across Customer Success teams to uncover root causes and enhance effectiveness.
• Establish goals and MVPs/MVDs with shared understanding across teams.
• Operate as a core contributor on multi-system initiatives, balancing creativity with feasibility.
• Collaborate with Analytics and Product Operations to analyze adoption, churn, and usage metrics.
• Coordinate rollout of standardized global playbooks and adoption plays for field teams.

Skills

Program management

Cross-functional teams

Data analytics

Decision making

Software deployment experience

Education

BS/BA degree or equivalent

Tools

Jira

Job description

Docusign, a leader in e-signature and CLM, seeks a Senior Program Manager to drive the IAM adoption initiative across Customer Success, Product, and Operations. This IC role reports to the Group Vice President of Global Enterprise Customer Success and emphasizes cross-functional execution and data-driven improvements.

Hybrid work arrangement with in-office presence required. You will lead strategic programs, orchestrate playbooks, and deliver executive reporting while advancing activation,