Strategic CS Ops Leader — AI-Driven Transformation

DocuSign, Inc.; San Francisco (CA); On-site; USD 133,000 - 207,000; Full time

Benefits offered by this job

Bonus plan

RSUs

Health benefits

Paid time off

Job summary

DocuSign, Inc. is seeking a CS Strategy & Operations Program Manager to design and drive the company's most complex transformation programs for Customer Success.

This individual contributor role reports to the Senior Director, Customer Success Strategy & Analytics and requires coordinating with cross-functional leaders to deliver measurable business value. You will own the program roadmap, define objectives, manage risks, and communicate status to executives, while promoting AI-augmented

Qualifications

• 8+ years of combined strategy/operations and program management experience.
• 5+ years of CS, Sales, or GTM in SaaS.
• Demonstrated ability to influence senior leadership and executives.
• Strong problem solver and sense of urgency.
• Experience driving digital transformation across cross-functional programs.
• BS/BA degree or equivalent experience.
• Excellent executive communication skills.

Responsibilities

• Own and define the overarching CS Strategy & Operations roadmap for major CS initiatives, with a bias to automation.
• Collaborate with senior leaders to plan objectives, scope, deliverables, and outcomes.
• Design and facilitate strategic sessions with SMEs and CS leaders to shape initiatives.
• Direct cross-functional program activities and align stakeholders at all levels, including the C-suite.
• Develop and present executive-level communications and Steering Committee updates.
• Create and manage artifacts like long-range plans and risk logs.
• Define and track program KPIs tied to adoption and efficiency gains.
• Model AI-augmented program management practices to accelerate reporting and oversight.
• Lead evolution of our CS PM methodology and advocate continuous improvement.

Skills

Strategy & operations

Program management

Customer Success

Executive communication

Agile methodologies

BS/BA degree

Cross-functional collaboration

Influence & consensus

Education

BS/BA degree

Tools

Jira

Confluence

SmartSheet

Job description

DocuSign, Inc. is seeking a CS Strategy & Operations Program Manager to design and drive the company's most complex transformation programs for Customer Success.

This individual contributor role reports to the Senior Director, Customer Success Strategy & Analytics and requires coordinating with cross-functional leaders to deliver measurable business value. You will own the program roadmap, define objectives, manage risks, and communicate status to executives, while promoting AI-augmented