**Senior Director, Customer Success Renewal Management Operations**

3 days ago

San Francisco, California, United States DocuSign, Inc. Full time
About the Role

We are seeking a highly experienced and strategic leader to join our Customer Success team as a Senior Director, Customer Success Renewal Management Operations. This role will be responsible for driving growth and productivity of our customer success organizations and driving customer growth.

The ideal candidate will have a strong background in customer success, renewal management, and operations, with experience leading large, cross-functional teams and driving complex projects from start to finish.

Key Responsibilities
  • Develop and execute a customer success strategy that drives growth and productivity of our customer success organizations.
  • Lead a centralized team of operations analysts specialized in understanding our customer install base.
  • Partner with cross-functional teams to drive customer growth and develop strategies to support customer install growth.
  • Develop and implement business process standards and best-in-class practices that enable our renewal management and account management teams to engage with customers and partner effectively with other teams.
  • Design and lead a robust framework for customer engagement, including reporting, inspection, and action.
  • Drive leadership around business requirements for the design and re-architecting of our renewal management function across our three systems, Salesforce, Gainsight, and Financial Force.
  • Lead the renewal management operations function, responsible for driving the operational modeling, coverage modeling, and capacity modeling for our renewal management team.
  • Evaluate and analyze the effectiveness of our renewal management function.
  • Measure KPIs and establish a strong financial and operational foundation and cadence for measuring the business.
  • Use data to drive decisions and insights that inform and direct the business.
  • Drive alignment across regions and shared functions to drive and implement our renewal management function in a globally consistent way, while taking into account regionally specific needs.
  • Be influential and gain alignment within a large cross-functional organization to deploy new strategies and motions that positively impact DocuSign's business.
  • Build and manage a team of 5-10 resources across multiple areas of the business.
  • Champion a collaborative and inclusive relationship and cadence with customer success, marketing, sales, and other cross-functional senior leaders.
  • Support building out a Center of Excellence for Customer Success Operations across all operational functions.
  • Create and drive the Annual Planning Process to align priorities and resource allocation across our Renewal Management team as well as to support strategic and operating plans for the business.
  • Collaborate with partners in operations, sales/GTM, finance, and other business functions to design and implement organizational process improvements.
  • Bring innovative tools and operating models to DocuSign to foster operational excellence across the organization.
Requirements
  • 15+ years of experience working at a SaaS company.
  • 15+ years of experience in Customer Success and/or Management Consulting.
  • 10+ years leading operational teams within a Service Organization.
  • Experience driving projects from start to finish and able to drive highly complex and large-scale deliverables and initiatives to consistently successful and timely conclusion.
  • Experience leading large, cross-functional teams, and mentor, coach, and effectively transfer expertise to others.
  • Experience working in high-growth, performance-focused environments.
  • Background in customer success, renewal management, support, and consulting services.
  • Background in B2B and B2B2C Software as a Service (SaaS) companies.
  • Experience modeling business processes using a variety of tools and techniques.
  • Extensive experience planning and deploying both business and technical initiatives.
  • Resourceful and able to collaborate across multiple functions/geographies to accomplish complex tasks.
  • Proactive attitude and desire to continually evolve the way we use data to drive impactful insights.
  • Demonstrable ability to see beyond the numbers to drive sound decision-making.
  • Knowledge of Salesforce, Anaplan, Financial Force software would be advantageous.
  • Master's degree or the equivalent.
  • Strong influencing skills and ability to build lasting relationships across multiple layers in the organization.
  • Ability to demonstrate experience managing complex sales/GTM problems in a fast-growing, dynamic environment supporting executive leaders.
  • Capable of building, implementing, and monitoring GTM methodologies, processes, and policies that create actionable deliverables that support revenue goals.
  • Strong bias for action, an intrinsic ability to deal with ambiguity, and natural perseverance.
  • Excellent organization, prioritization, and project management skills.
What We Offer

At DocuSign, we offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

We are an equal opportunity employer and welcome applications from diverse candidates.

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