What you'll doAs a Sr. Enablement Program Manager for Customer Success, you will lead the strategic design and global execution of foundational and continuous learning programs for our adoption and retention roles. You will drive business-critical competency across high-velocity and high-value renewal motions, collaborating closely with cross-functional go-to-market leaders to align enablement strategies with global performance goals. Your work directly accelerates customer success productivity and enhances retention outcomes across multiple market segments globally.
This position is an individual contributor role reporting to the Sr. Manager, GTM Enablement - Global Programs.
Responsibility- Lead the global enablement strategy for Customer Success roles (CSAM, CSM, RM), aligning regional and global programs to overall business priorities and performance goals
- Drive alignment, prioritization, and execution across GTM Business Partners, enablement specialists, and Customer Success leadership
- Partner with regional GTM Business Partners to build adoption-focused and retention-focused content, including playbooks, methodology training, and skills development
- Collaborate with GTM Enablement leadership to design, communicate, and deliver periodic skills assessments to identify and address knowledge and capability gaps
- Build trust and credibility with key stakeholders across Enablement, Customer Success Leadership, Operations, and Marketing to ensure program success
- Serve as subject matter expert on CS high-velocity and high-value adoption and renewal motions
- Architect and maintain a comprehensive 30-60-90 day customer success role-specific onboarding experience with clear expectations, milestones, and success metrics
- Proactively analyze new hire performance to prioritize onboarding program changes
- Monitor and report onboarding metrics to success leadership to ensure compliance with performance thresholds
- Define, track, and evaluate key behavioral and performance metrics to measure the long-term impact of enablement programs
- Anticipate industry disruptions driven by AI, leveraging AI trends to enhance functional enablement strategy and long-term operational excellence
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- Bachelor's degree
- 12+ years of experience in customer success enablement or revenue enablement
- Experience with development of live and asynchronous learning experiences driving adoption and renewal selling skills
- Experience with management of timelines and stakeholders across business groups
- Experience with prioritization and impact analysis of behavior change metrics
- Experience with Salesforce, Google Workspace, and learning management tools
Preferred- Experience with Command of the Message sales methodology and/or MEDDPICC deal qualification frameworks
- Expertise in customer lifecycle motions including consumption, adoption, and renewals
- Background in high-growth software-as-a-service (SaaS) environments
- Competency with Articulate Rise 360, Seismic, and Camtasia platforms
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: $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:
- 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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