What you'll doAs the Enterprise Customer Success Program Director, you will serve as a high-impact operational expert and strategic partner to the GVP of Enterprise Customer Success, to drive mission, organization, and craft evolution across all global Customer Success functions. Operating as a master integrator, you will bridge the gap between high-level executive vision and collaborative execution, ensuring complex transformations and cross-functional Enterprise Customer Success initiatives move into seamless action. You will unify strategic narratives and harmonize workflows across Onboarding, Customer Success, Professional Services, Partner Solutions Architects, Customer Education, and Technical Account Management across AMER, APJ, LATAM, and EMEA. Through deep partnership and influence, you will amplify leadership momentum, foster a cohesive culture of shared purpose, and accelerate time-to-value for enterprise customers.
This position is an individual contributor role reporting to the GVP, Enterprise Global Customer Success.
Responsibility- Lead the orchestration of enterprise-wide strategy changes across global CS functions in close partnership with CS Leadership along with CS Strategy & Operations to ensure unified execution and sustainable transformation
- Collaborate across Sales, Product, Marketing, Human Resources, and Finance to identify cross-functional dependencies, resolve roadblocks, and align key stakeholders with CS business objectives
- Accelerate the Enterprise CS operating cadence-including annual planning, OKRs, and business reviews-acting as an operational accelerator for leadership decision-making
- Synchronize workflows across global teams including Onboarding, Customer Success, Professional Services, Partner Solutions Architects, Customer Education, and Technical Account Management to eliminate silos and accelerate customer time-to-value
- Build and facilitate leadership alignment sessions across AMER, APJ, LATAM, and EMEA to foster trust, collective accountability, and a unified executive culture
- Develop comprehensive communication strategies and executive-ready narratives that synthesize complex operational data to accelerate high-stakes decision-making and ensure global messaging alignment
- Establish standardized operational tooling, communication frameworks, and Al-driven workflows using Jira, Confluence, and Loom to maintain project transparency and automate routine coordination
Job DesignationHybrid: 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 bringBasic- BS/BA degree or equivalent work experience
- 12+ years of experience in Strategic Programs, Business Operations, Change Management, or Management Consulting within a global SaaS environment
- Experience leading enterprise-wide cross-functional initiatives and organizational change management
- Experience with project management and collaboration platforms including Jira, Confluence, and asynchronous communication tools
- Experience influencing senior leaders and driving alignment in a matrixed global organization without direct authority
Preferred- Mastery of executive communication skills with proven ability synthesizing complex data into executive-ready narratives and presentations
- Track record of leveraging Al-driven workflows to automate routine coordination and optimize operational efficiency
- Deep domain understanding of global Customer Success, Professional Services, and Technical Account Management functions
- Exceptional organizational and strategic planning skills with high attention to detail and proactive problem-solving capabilities
- Comfort operating with agility and executive presence in fast-paced, ambiguous, and high-growth environments
Wage TransparencyPay 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: $164,700.00 - $266,000.00 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.
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