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 EMEA CSM 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 the 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

8+ years of experience in customer facing or sales team of a management consultancy/tech company
Experience using and developing reports, metrics and dashboards with Salesforce.com and Bl tools and Advanced Excel
Experience leveraging Al tools and technologies to analyze data, optimize processes, or drive operational efficiencies
Willingness and ability to travel as necessary, typical about 15%

Preferred

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
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
Knowledge of Gainsight and Salesforce platforms
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

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 accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

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CS Strategy & Operations Manager

Job Description