Senior Program Manager, IAM Adoption & Growth

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

Benefits offered by this job

Bonus plan

RSUs

Job summary

DocuSign is seeking a Senior Program Manager to drive the IAM adoption program, collaborating with Customer Success, Product, Operations, and GDA to accelerate activation, adoption, and retention. The role reports to the Group Vice President of Global Enterprise Customer Success and emphasizes scalable, data-driven improvements across regions and segments.

You will lead cross-functional projects, develop MVPs, and balance feasibility with creativity while leveraging analytics to inform strategy

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.

Responsibilities

• Lead end-to-end cross-functional projects and programs that optimize customer activation, product adoption, and long-term retention.
• Work in close concert with the GVP of Global Enterprise Customer Success and GVP of Global Commercial Customer Success and the Customer Value Program Director, to drive and execute a comprehensive program that ensures milestones, manages cross-functional dependencies and risks, and measures and impacts cross region and cross segment IAM adoption.
• Architect process and workflow improvements across Customer Success teams to uncover root causes, eliminate systemic barriers, and enhance effectiveness.
• Establish project goals and minimum viable products/deliverables (MVPs/MVDs) while ensuring shared understanding of purpose across cross-functional teams.
• Operate as a core contributor or Directly Responsible Individual (DRI) on multi-system initiatives, balancing creativity with feasibility to deliver scalable solutions.
• Collaborate with Analytics and Product Operations to analyze adoption, churn, and usage metrics, facilitating data-driven program iterations.
• Coordinate the rollout of standardized global playbooks and adoption plays for field Customer Success teams, embedding customer feedback into team rituals.
• Establish regular reporting cadences and deliver transparent program status updates to ensure alignment among internal stakeholders and executive leadership.
• Adopt modern operational tools, including AI-enabled efficiencies, to improve organizational workflows and embed continuous learning.

Skills

Program management

Change management

Data analytics

Cross-functional leadership

Customer success

AI capabilities adoption

Jira

Education

BS/BA degree or equivalent

Tools

Jira

Job description

DocuSign is seeking a Senior Program Manager to drive the IAM adoption program, collaborating with Customer Success, Product, Operations, and GDA to accelerate activation, adoption, and retention. The role reports to the Group Vice President of Global Enterprise Customer Success and emphasizes scalable, data-driven improvements across regions and segments.

You will lead cross-functional projects, develop MVPs, and balance feasibility with creativity while leveraging analytics to inform strategy