Strategic CS Ops Leader (Hybrid)

Docusign; Chicago (IL); Hybrid; USD 140,000 - 198,000; Full time

Benefits offered by this job

Bonus

RSUs

Job summary

Docusign is seeking a GTM CS Strategy & Operations Manager to deliver critical insights, dashboards, and regional performance analyses that scale our customer success operations. You will partner with regional leaders, drive efficiency, and communicate findings to executive teams while planning fiscal year initiatives and headcount allocations.

This hybrid role requires strong storytelling with data, experience in sales/CS analytics, and travel up to 15% to collaborate across geographies.

Qualifications

• 8+ years of experience in a customer facing or sales team of a management consultancy/tech company.
• Experience using and developing reports, metrics and dashboards with salesforce.com and BI tools and Advanced Excel.
• Educated to degree level or equivalent.
• Fluency in English.

Responsibilities

• Provide thought leadership regarding data and actionable insights to key stakeholders across the Customer Success Management organization.
• Create and manage dashboards to provide visibility and monitoring of key metrics relevant to the region and promote focus areas based on identification of trends and performance differentiators.
• Perform recurring and ad hoc analysis to identify trends, impacts & root causes across Customer Success, and articulate key findings to assist decision making and prioritization.
• Communicate regularly on business/team performance, making recommendations based on analysis of key performance areas.
• Present insights on key customer success metrics to other stakeholders with a view to assisting them drive performance in their areas.

Skills

Reports and dashboards

Salesforce

BI tools

Advanced Excel

English fluency

Education

Degree level or equivalent

Tools

Salesforce.com

BI tools

Job description

Docusign is seeking a GTM CS Strategy & Operations Manager to deliver critical insights, dashboards, and regional performance analyses that scale our customer success operations. You will partner with regional leaders, drive efficiency, and communicate findings to executive teams while planning fiscal year initiatives and headcount allocations.

This hybrid role requires strong storytelling with data, experience in sales/CS analytics, and travel up to 15% to collaborate across geographies.