Docusign · 7 hours ago
Sr. CS Strategy & Operations Manager
San Francisco, CA
Full-time
Hybrid
Senior Level, Lead/Staff
$158K/yr - $254K/yr
12+ years expDocusign is a leading company in e-signature and contract lifecycle management solutions, serving over 1.5 million customers worldwide. The Sr CS Strategy & Operations Manager will drive strategic initiatives within the global customer success organization, focusing on solving complex business problems and implementing transformative initiatives to enhance customer outcomes and company performance.
Business Process Automation (BPA)Cloud ManagementComputerE-SignatureInformation TechnologySaaSSoftware
No H1B
Responsibilities
Serve as a strategic thought partner to Customer Success leadership, helping prioritize and execute high-impact initiatives that drive operational scale, efficiency, and customer value
Lead end-to-end project execution across strategic priorities, such as problem framing, analysis, stakeholder alignment, change management, and implementation
Structure complex business problems and deliver data-driven recommendations that influence decision-making across post-sales functions
Build business cases, operating models, and playbooks that guide strategic investments and transformation initiatives
Partner with cross-functional teams including Sales Strategy, Product, Support, IT, Finance, and Enterprise Transformation to deliver scalable solutions across customer onboarding, success management, and renewals
Conduct advanced analyses using tools like SQL, Excel, and BI platforms (e.g., Tableau, Looker) to surface insights that shape operational decisions
Lead strategic workstreams such as customer segmentation, journey optimization, headcount and coverage modeling, best-cost location strategies, and success metric frameworks
Develop and maintain program governance for critical initiatives, including OKRs, reporting cadences, and executive updates
Support annual planning efforts for the Customer Success organization, including goal setting, capacity modeling, and performance tracking
Collaborate with CS leadership to define and refine KPIs, ensuring alignment with strategic goals and operational plans
Participate in strategy development for the function
Lead short- and long-range projects and other initiatives
Guide 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 decisions
Be highly skilled at stakeholder engagement, influence and management
Know 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 work
Qualification
Required
BA/BS degree or equivalent work experience
12+ 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 Master's degree
Preferred
Demonstrated ability to lead complex strategic projects or transformations across multiple stakeholders
Strong 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 company
Deep 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 communications
Ability to structure ambiguous problems, break them down into actionable insights, and communicate findings to executive audiences
Proven record of building trust and influencing across functions and levels, from analysts to VPs
High attention to detail, strong business acumen, and a bias for action
MBA or similar advanced degree
Benefits
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
Company
Docusign
DocuSign helps small- and medium-sized businesses collect information, automate data workflows, and sign on various devices.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
$1.29BKey Investors
Bank of AmericaFounders Circle CapitalGreenspring Associates
2025-05-27Post Ipo Debt· $750M
2018-04-27IPO
2016-10-12Secondary Market
Leadership Team
Allan Thygesen
Chief Executive Officer
Sagnik Nandy
Chief Technology Officer
Recent News
2025-12-19
2025-12-17
Company data provided by crunchbase