Vice President, Customer Success Strategy & Operations

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).

In this critical role, you will partner closely with the global Customer Success leadership team to drive key critical initiatives and operational improvements that enhance customer and business outcomes. Our ideal candidate excels in a fast-paced and constantly changing environment, with a strong focus on data analysis. You will need to seamlessly balance high-level critical thinking with detailed operational planning. Experience in leading and scaling teams of strategy and operations professionals, as well as a track-record of coaching teams on analytics and insights is essential.

This position is a people manager role reporting to the Group Vice President, GTM Strategy & Operations.

Responsibility

• Collaborate with CS leadership to develop and implement a multi-year Customer Success strategy aligned with company goals
• Identify and address strategic opportunities and challenges
• Design and implement a global Customer Success operations strategy to drive scale and efficiency
• Serve as a trusted advisor to CS leadership on strategic matters
• Define, optimize, and standardize operational processes across CS teams and functions
• Prioritize initiatives to increase operational efficiency and improve business delivery
• Mobilize and lead large, cross-functional teams to implement critical initiatives
• Streamline and refine standard operating procedures
• Own the technical and architectural aspects of the technology stack supporting CS core business processes
• Establish and track key performance indicators (KPIs) and metrics
• Design and implement business review processes and governance frameworks; establish transparent and scalable business reporting
• Employ customer success measurement models and diagnostic tools to discover areas for improvement
• Measure and enhance customer experience levels through data-driven analysis and action planning
• Lead by example, fostering a team culture that values collaboration and facilitates personal and professional growth
• Support and coach CS leadership on team scaling, hiring, cross-functional collaboration, policy development, and employee development
• Cultivate strong relationships and effective collaboration with Customer Success, Marketing, Sales, Product, and G&A teams
• Work closely with Product teams to provide input on product requirements that drive customer success at scale

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.

Basic

• Bachelor's degree or equivalent
• 10+ years of experience in SaaS and/or Services sales
• 15+ years of CS Strategy and Operations leadership experience or relevant Customer Success experience in leadership positions
• Experience leading complex, global teams on large-scale CS Strategy and Operations projects
• Experience influencing and communicating across all levels of the organization

Preferred

• MBA degree or equivalent
• Strong influencing skills and relationship-building abilities
• Experience managing complex CS and GTM problems in a fast-paced, dynamic environment
• Proven ability to build, implement, and monitor CS methodologies, processes, and policies
• Experience with change management, problem resolution, and communicating complex ideas
• Excellent communication and engagement skills
• Ability to communicate and interact with executive leadership
• Strong organization, prioritization, and project management skills
• Experience with automation and/or AI
• Knowledge of data management and architecture

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: $258,600.00 - $410,450.00 base salary

This role is also eligible for bonus, equity and benefits.

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

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.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's 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.

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