Senior Manager of Global Customer Success

5 days ago


San Francisco, California, United States DocuSign Full time
About the Opportunity

At DocuSign, we bring agreements to life for over 1.5 million customers and more than a billion people in over 180 countries. As a Customer Success Strategy and Operations Leader, you will be part of a dynamic team driving key critical initiatives and operational improvements that enhance customer and business outcomes.

This is a people manager role that reports to the Group Vice President, GTM Strategy & Operations. As a key member of the global Customer Success leadership team, you will partner closely with CS leadership to develop and implement a multi-year Customer Success strategy aligned with company goals.

You will identify and address strategic opportunities and challenges, design and implement a global Customer Success operations strategy to drive scale and efficiency. You will serve as a trusted advisor to CS leadership on strategic matters, define, optimize, and standardize operational processes across CS teams and functions.

You will 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.

You will 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.

Key Responsibilities

  • 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.

What We Offer

  • Salary: $258,600 - $410,450 per year, based on location and job-related knowledge, skills, and experience.
  • Bonus: Eligible for bonus based on company performance.
  • Equity: Eligible for equity participation in the company.
  • Benefits: Comprehensive benefits package, including paid time off, paid parental leave, full health benefits plans, retirement plans, learning and development opportunities, and compassionate care leave.


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