What you'll do

The Customer Success Operations Manager - CS Experience is a strategic operations leader responsible for driving complex, cross-functional initiatives that improve how Customer Success roles operate at Docusign. This role translates strategy into processes, tools, and operating rhythms that enable Customer Success teams to execute consistently, reduce friction, and deliver measurable customer and business outcomes and will focus on our most strategic initiatives.

This position is an individual contributor role reporting to the Senior Director, Customer Success Experience.

Responsibility

• Act as Customer Success Operations lead for Customer Success Experience, owning P0/P1 transformation initiatives and major change programs from design through execution ensuring plans, dependencies, and risks are visible and proactively managed
• Translate Customer Success Experience strategy into clear program charters, roadmaps, success metrics, and operating rhythms across Customer Success, Sales, Services, and cross-functional partners
• Design and refine Business Process workflows and Customer Success processes and SOPs that connect roles, playbooks, and systems (Salesforce, Gainsight, Certinia, analytics tools) into a coherent operating model
• Work with data and analytics partners to define telemetry needs, success metrics, and reporting that help Customer Success leaders run the business (e.g., GRACV/GNACV, adoption, churn, pipeline of IAM opportunities)
• Partner with technology teams and Customer Success Experience Architects to prioritize, scope, and deliver systems enhancements, ensuring requirements are business-led and well documented
• Build and maintain program governance, including forums, cadences, and artifacts that keep leaders aligned on priorities, trade-offs, and progress
• Prepare high-quality executive-level communications and materials (decks, narratives, decision briefs) that clearly surface issues, options, and recommendations
• Serve as a trusted partner to Customer Success and Go To Market leadership, proactively identifying operational risks, gaps, and opportunities and driving resolution
• Champion Docusign's principles (Customer First, Deliver Results, Say What Matters, Own It, Make It Better, One Team) in how programs are designed, communicated, and executed

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

• 8+ years of experience in Customer Success Operations, Sales Operations, Strategy and Operations, or related roles
• Experience leading complex cross-functional programs from concept through implementation, with clear business impact
• Experience with Customer Success and Go To Market processes (renewals, forecasting, adoption programs, playbooks, success planning) and how they show up in tools
• Experience working with data and analytics, including defining metrics, partnering with analytics teams, and interpreting dashboards to drive decisions
• Experience with Salesforce and Gainsight (or similar CRM/CS platforms) and how telemetry and data pipelines support CS operations
• Experience building structured plans, managing dependencies, and coordinating across multiple stakeholder groups
• Experience with executive and stakeholder management and relationship-building skills, with the ability to influence without direct authority

Preferred

• Experience in B2B SaaS
• Strong strategic thinking skills, able to connect company and CS strategy to concrete operational plans and system requirements
• Excellent written and verbal communication skills, with a proven ability to create concise, executive-ready narratives and presentations
• Experience managing global business management systems for Customer Success
• Extensive experience driving annual planning, leading projects from start to finish to deliver large-scale, complex business and technical initiatives successfully and on time in high-growth, performance-focused environments
• Ability to model business processes using various tools and techniques
• Proactive approach to collaboration across multiple functions and geographies to achieve complex objectives
• Demonstrated ability to lead large cross-functional teams, mentor, coach, and effectively transfer expertise to others
• Strong influencing skills and ability to build lasting relationships at multiple organizational levels
• Knowledge of Salesforce, Tableau, Gong, and Gainsight software
• High ownership mindset, bias toward action, and comfort operating in dynamic, ambiguous environments
• Identifies opportunities to increase value or reduce risk, especially by leveraging new efficiencies enabled by technology like AI where possible
• Operates with a high degree of independence, evaluating, adopting, and scaling tools and practices (including AI) to improve organizational efficiency and embed continuous learning, mentorship, and knowledge-sharing
• Strong organizational, prioritization, and project management skills
• A natural bias for action, intrinsic ability to handle ambiguity, and perseverance to drive initiatives to completion

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, Colorado, Massachusetts and Minnesota: $126,500.00 - $173,900.00 base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $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