Strategic CS Ops Program Lead (Hybrid)

Docusign; San Francisco (CA); Hybride; USD 133 000 - 207 000; Plein temps

Avantages offerts par ce poste

Bonus plan

Restricted Stock Units (RSUs)

Résumé du poste

Docusign is seeking a CS Strategy & Operations Program Manager to design, own, and drive complex transformation programs for Customer Success. This role partners with senior leaders to ensure initiatives deliver measurable business value and align with company strategy.

Hybrid work model in California; base salary ranges from $132,700 to $206,800 with bonus and RSUs. The role reports to the Senior Director of Customer Success Strategy & Analytics and emphasizes leadership across multiple

Qualifications

• 8+ years of combined strategy/operations and program management experience.
• 5+ years in Customer Success, Sales, or GTM in SaaS.
• Proven ability to influence senior leadership and C-level executives.
• Excellent executive communication and interpersonal skills.

Responsabilités

• Own and define the CS Strategy & Operations program roadmap and vision for major Customer Success Operations initiatives, with a bias to agentification and automation.
• Collaborate with senior leaders to proactively plan program objectives, scope, and deliverables, and manage expectations on an ongoing basis to ensure outcomes that materially improve customer experience and business performance.
• Design and facilitate strategic brainstorming and working sessions with SMEs, cross-functional stakeholders, and CS leaders to surface, shape, and pressure-test new initiatives before they enter the program roadmap.
• Enable all activities from strategic inception through to successful delivery and adoption, directing cross-functional program activities, and driving a shared understanding and accountability across multiple workstreams and with stakeholders at all levels, including the C-suite as needed.
• Lead the development and presentation of executive-level communications, including Steering Committee updates, to ensure a shared understanding of program status, strategic value, and business impact.
• Create and manage program-level artifacts, including long-range strategic plans, cross-program dependency maps, and holistic risk and issues logs that inform and guide executive decision-making.
• Define and track program-level success metrics tied to business outcomes (e.g., adoption, GRR, efficiency gains)
• Model and champion AI-augmented program management practices: using AI tools to synthesize cross-functional updates, surface risks earlier, accelerate reporting/Steering Committee prep, and scale program oversight across a growing initiative portfolio.
• Lead and evolve our CS Strategy & Operations program management methodology and best practices, sharing lessons learned and driving a culture of continuous improvement across the organization.

Connaissances

Strategy & operations

Program management

Customer Success / GTM

Executive communication

Cross-functional leadership

Problem solving

Digital transformation

Influence & stakeholder alignment

Formation

BS/BA degree or equivalent

Outils

SmartSheet

Jira

Confluence

Description du poste

Docusign is seeking a CS Strategy & Operations Program Manager to design, own, and drive complex transformation programs for Customer Success. This role partners with senior leaders to ensure initiatives deliver measurable business value and align with company strategy.

Hybrid work model in California; base salary ranges from $132,700 to $206,800 with bonus and RSUs. The role reports to the Senior Director of Customer Success Strategy & Analytics and emphasizes leadership across multiple