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Docusign · 23 hours ago

Sr. Director, CS Strategy & Operations

San Francisco, CA

Contract

Hybrid

Director/Executive

$203K/yr - $328K/yr

15+ years exp

Docusign is a leader in e-signature and contract lifecycle management with over 1.5 million customers worldwide. The Senior Director of Customer Success Global Strategy & Operations will drive operational excellence and strategic projects to enhance customer value and retention, leading a centralized team focused on insights and recommendations to meet business objectives.

Business Process Automation (BPA)Cloud ManagementComputerE-SignatureInformation TechnologySaaSSoftware

No H1B

Responsibilities

Build and lead a Center of Excellence (CoE) for CS Strategy & Operations, establishing global standards while enabling regional adaptability, interfacing and supporting the needs of regional operational teams

Serve as the strategic leader for the global Customer Success Insights, Strategy, and Business Operations function, guiding a high-performing team across analytics, operations, and program management

Act as a key thought partner to the Customer Success executive team, driving the design and execution of strategic initiatives that elevate customer value, retention, and business impact

Own and evolve the CS operational strategy, including financial planning, target setting (GRR, churn, retention ACV), capacity modeling, and coverage design in partnership with Finance and Sales Strategy

Lead the development of scalable, data-driven operating models that measure the impact of playbooks and customer engagement frameworks across onboarding, adoption, success management, and renewals

Oversee the end-to-end execution of strategic programs, including problem definition, stakeholder alignment, solution design, change management, and implementation

Develop and govern performance measurement frameworks and executive reporting for CS metrics, including churn, adoption, retention, and engagement KPIs

Lead a team of analysts focused on advanced analytics and insights using SQL, Excel, and BI platforms (e.g., Tableau, Looker) to inform key decisions, forecast trends, and uncover growth opportunities

Champion operational excellence by identifying opportunities to streamline processes, automate reporting, and improve data governance and quality

Lead strategic segmentation, customer journey optimization, and best-cost location analyses to scale Customer Success efficiently and effectively across all regions

Steer complex and large-scale deliverables and initiatives to consistently successful and timely conclusion

Drive a culture of innovation, novel thinking, and continuous improvement across function

Achieve strategic business results through collaboration and leverage of a diverse internal and external network

Qualification

Customer Success StrategyOperational ExcellenceData AnalysisFinancial PlanningSQLBusiness IntelligenceChange ManagementCross-Functional LeadershipInnovationCommunication SkillsTeam Management

Required

15+ years of experience in management consulting, strategy, business operations, or customer success leadership roles within high-growth SaaS or technology companies

Experience building and leading high-performing, cross-functional teams across strategy, analytics, and program execution

Preferred

Proven track record leading strategic planning, customer success operations, or transformation initiatives at scale, ideally in a global, matrixed environment

Strong analytical background with advanced proficiency in SQL and business intelligence platforms (e.g., Tableau, Looker, Power BI); able to translate data into executive-level insights

Deep understanding of customer success metrics and performance levers (e.g., GRR, NRR, churn, adoption, health scoring)

Expertise in structuring and leading complex, cross-functional projects—from business case development through execution and change management

Strong financial acumen with experience in annual planning, forecasting, and scenario modeling in partnership with Finance and GTM leaders

Excellent communication and storytelling skills with the ability to articulate strategic narratives and operational insights to both technical and non-technical audiences

Experience designing scalable customer engagement frameworks and operational models across onboarding, adoption, and renewals

Passion for operational excellence, innovation, and continuous improvement in support of customer outcomes and business growth

Experience working with geographically distributed teams and driving global process alignment with sensitivity to regional nuances

Benefits

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).

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