Customer Success Management Operations Manager

Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

The CS Strategy & Operations Manager proactively plans and delivers critical business insights and articulates team performance. In doing so, they give a clear view of key organizational processes and policies to help organize and scale our operations for short, medium, and long term growth. The selected candidate will be accountable to North America and LATAM leadership teams, driving success in a fast paced regional model. They will also be responsible for evaluating the efficiency and costs of established processes, developing improvement strategies, and facilitating changes. They will also be able to communicate well across multiple levels of internal stakeholders to share information and insights into areas that can help build and improve Customer Success Management (CSM) performance and operational efficiencies. They will be a partner trusted advisor to the CS GTM team as well as the leaders throughout the customer success team.

This position is an individual contributor role reporting to Senior Manager, CS Strategy & Operations.

Responsibility

• Provide thought leadership regarding data and actionable insights to key stakeholders across the Customer Success Management organization
• 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 (eg upsell trends, marketing program impacts etc)
• Identify inefficiencies, support the implementation of solutions, and track progress around Customer Success team productivity, planning, processes, and tools
• Create and monitor indicators using multiple data sources to extend understanding of risk in the customer portfolio and assist in developing plans to mitigate the risks
• Produce weekly, monthly, and quarterly recurring reporting as well as fulfill ad hoc data requests
• Act as the liaison between the global success operations team and the regional leadership team, ensuring global initiatives and programs are communicated, aligned, implemented and measured in region, and that bi-directional knowledge sharing drives global best practice
• Build executive presentations (e.g. Quarterly Business Reviews), crafting the messages in collaboration with Customer Success Leaders
• Own and coordinate fiscal year planning (Business Planning, Headcount Allocation, Territory Carving, Quota Allocation and new segment entry) for the Customer Success team

Job Designation

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What you bring

Basic

• Bachelor's degree
• 8+ years experience in customer facing or sales team of a management consultancy/tech company
• Experience leveraging AI tools and technologies to analyze data, optimize processes, or drive operational efficiencies
• Experience using and developing reports, metrics and dashboards with Salesforce and BI tools and Advanced Excel
• Willingness and ability to travel as necessary, typically about 15%

Preferred

• Strong communication skills with the ability to engage stakeholders at all levels, and across multiple geographies
• Compelling storytelling, with the ability to leverage data to drive action, including for non-analytical audiences
• Attention to detail, excellent organizational skills, superior time management skills
• Results driven independent thinker with proven problem-solving abilities
• Very strong executive presence and engagement skills
• Experience working in high-growth, performance focused environment
• Experience in customer success, support and consulting services
• Experience in B2B and B2B2C Software as a service (SaaS) companies
• Experience with measuring adoption metrics across customer success orgs
• Resourceful and able to collaborate across multiple functions/geographies to accomplish complex tasks
• Proactive mindset and desire to continually evolve the way we use data to drive impactful insights
• Demonstrable ability to see beyond the numbers to drive sound decision-making
• Experience with Gainsight and Salesforce platforms

Wage Transparency

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $132,700.00 - $206,800.00 base salary

Illinois: $126,500.00 - $173,900.00 base salary

Washington: $126,500.00 - $182,500.00 base salary

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

Life at Docusign

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at [email protected].

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance.

Applicant and Candidate Privacy Notice

States Not Eligible for Employment

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Equal Opportunity Employer

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

EEO Know Your Rights poster

#LI-Hybrid = Hybrid