CS Strategy & Operations Manager
Docusign
CS Strategy & Operations Manager
Docusign
Runs electronic signing and agreement workflows
Docusign brings agreements to life. More than 1.8 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 the Docusign AI-native IAM platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).
The GTM CS Strategy & Operations Manager proactively plans and delivers critical business insights and articulates team performance. In doing so, he/she/they gives 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 regional leadership teams, driving success in a fast paced regional model. You will also be responsible for evaluating the efficiency and costs of established processes, developing improvement strategies, and facilitating changes. You 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 sales performance and operational efficiencies. You will be a partner trusted advisor to the CS GTM team as well as the leaders throughout the customer success team. Willingness and ability to travel as necessary, typical about 15%.
This position is an individual contributor role reporting to the Director, CS Operations EMEA .
Responsibility
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 (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 Sales Leaders
Own and coordinate fiscal year planning (Business Planning, Headcount Allocation, Territory Carving, Quota Allocation and new segment entry) for the Customer Success team
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.
Basic
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
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
Background in customer success, support and consulting services
Background in B2B and B2B2C Software as a service (SaaS) companies
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
Knowledge of Financial Force software
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: $146,400.00 - $235,375.00 base salary
Illinois, Colorado, Massachusetts and Minnesota: $140,100.00 - $197,925.00 base salary
Washington, Maryland, New Jersey and New York (including NYC metro area): $140,100.00 - $206,775.00 base salary
This role is also eligible for the following:
Global benefits provide options for the following:
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.
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.
AI in Our Hiring Process
At Docusign, we embrace technology to enhance efficiency and create a better candidate experience. We may record or transcribe interviews using enterprise AI tools to assist with meeting notes and interview documentation so our teams can stay fully engaged in the conversation. All hiring decisions remain 100% human-led. You have the right to opt out at any time by notifying your recruiter or interview team, with zero impact on your candidacy.
We encourage using AI tools to research and prepare beforehand. However, to ensure an authentic evaluation, live AI assistance or external recording bots during interviews are not permitted.
Applicant and Candidate Privacy Notice
This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.
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.
#LI-Hybrid
Docusign runs electronic signing and agreement management software for businesses, letting people approve contracts online and track the steps around each agreement. Its eSignature product routes documents to signers and records who signed, while contract lifecycle tools organize preparation, negotiation, and approvals. The Intelligent Agreement Management platform stores contracts in a searchable repository and uses AI to extract terms and connect agreement data to business workflows. Customers use its web applications or embed signing through APIs, and pay for subscriptions based on users, features, and document allowances. Docusign was founded in 2003 and is headquartered in San Francisco.
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