Sr. CS Strategy & Operations Manager at Docusign

Company OverviewDocusign 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 peoples 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 Docusigns 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 youll doAs the Sr CS Strategy & Operations Manager - Strategic Projects you will be a key driver of strategic initiatives across Docusigns global customer success organization. This high-impact role will focus on solving complex business problems designing and implementing transformative initiatives and helping shape the operating model for post-sales success. This role is ideal for former management consultants from top-tier strategy consulting firms with strong analytical foundations high executive presence and influencing skills and program management expertise looking to transition into a SaaS environment and drive measurable impact on customer outcomes and company performance.This position is an individual contributor role reporting to the Vice President Customer Success Strategy & Operations.ResponsibilityServe as a strategic thought partner to Customer Success leadership helping prioritize and execute high-impact initiatives that drive operational scale efficiency and customer valueLead end-to-end project execution across strategic priorities such as problem framing analysis stakeholder alignment change management and implementationStructure complex business problems and deliver data-driven recommendations that influence decision-making across post-sales functionsBuild business cases operating models and playbooks that guide strategic investments and transformation initiativesPartner with cross-functional teams including Sales Strategy Product Support IT Finance and Enterprise Transformation to deliver scalable solutions across customer onboarding success management and renewalsConduct advanced analyses using tools like SQL Excel and BI platforms (e.g. Tableau Looker) to surface insights that shape operational decisionsLead strategic workstreams such as customer segmentation journey optimization headcount and coverage modeling best-cost location strategies and success metric frameworksDevelop and maintain program governance for critical initiatives including OKRs reporting cadences and executive updatesSupport annual planning efforts for the Customer Success organization including goal setting capacity modeling and performance trackingCollaborate with CS leadership to define and refine KPIs ensuring alignment with strategic goals and operational plansParticipate in strategy development for the functionLead short- and long-range projects and other initiativesGuide other team members within function on how to approach and complete objectives by bringing stakeholders together to objectively evaluate all viable options in order to reach shared decisionsBe highly skilled at stakeholder engagement influence and managementKnow how to look beyond the obvious stakeholder group and identify and align other stakeholders who influence or may influence the direction and outcomes of assigned workJob 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 positions job designation depending on business needs and as permitted by local law.What you bringBasicBA/BS degree or equivalent work experience12 years of analytical experience in strategic operational roles (such as go-to-market operations financial analysis sales operations management consulting) or 8 years and a Masters degree.PreferredDemonstrated ability to lead complex strategic projects or transformations across multiple stakeholdersStrong analytical skill set with hands-on experience in SQL Excel and visualization tools (e.g. Tableau Looker Power BI)2 years in a top-tier management consulting firm (e.g. Bain BCG McKinsey) and/or in a Strategy/Operations role at a tech or SaaS companyDeep understanding of Customer Success operating models and performance metrics (GRR NRR adoption retention CSAT etc.)Experience in program and change management including cross-functional coordination and communicationsAbility to structure ambiguous problems break them down into actionable insights and communicate findings to executive audiencesProven record of building trust and influencing across functions and levels from analysts to VPsHigh attention to detail strong business acumen and a bias for actionMBA or similar advanced degreeWage 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: $157500.00 - $254350.00 base salaryThis 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 regionPaid Parental Leave: take up to six months off with your child after birth adoption or foster care placementFull Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employmentRetirement Plans: select retirement and pension programs with potential for employer contributionsLearning and Development: options for coaching online courses and education reimbursementsCompassionate Care Leave: paid time off following the loss of a loved one and other life-changing eventsWork 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.Life at DocuSignWorking hereDocusign 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 whats 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 youll be loved by us our customers and the world in which we live.AccommodationDocusign 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 .If you experience any issues concerns or technical difficulties during the application process please get in touch with our Talent organization at for assistance.Applicant and Candidate Privacy NoticeStates Not Eligible for EmploymentThis position is not eligible for employment in the following states: Alaska Hawaii Maine Mississippi North Dakota South Dakota Vermont West Virginia and Wyoming.EEO StatementIts 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.EEO Know Your Rights posterRequired Experience:Manager Key Skills Marketing,Data Visualization,Tableau,Customer Segmentation,Microsoft Powerpoint,Investment Banking,Strategic Planning,Financial Modeling,Customer relationship management,Management Consulting,Google Suite,Analytics Employment Type : Full-Time Department / Functional Area: Business Operations Experience: years Vacancy: 1 Monthly Salary Salary: 157500 - 254350