DocuSign, Inc.
Vice President, Customer Success Strategy & Operations
DocuSign, Inc., San Francisco, California, United States, 94199
Company OverviewDocusign 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).What you'll do
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.ResponsibilitiesCollaborate with CS leadership to develop and implement a multi-year Customer Success strategy aligned with company goalsIdentify and address strategic opportunities and challengesDesign and implement a global Customer Success operations strategy to drive scale and efficiencyServe as a trusted advisor to CS leadership on strategic mattersDefine, optimize, and standardize operational processes across CS teams and functionsPrioritize initiatives to increase operational efficiency and improve business deliveryMobilize and lead large, cross-functional teams to implement critical initiativesStreamline and refine standard operating proceduresOwn the technical and architectural aspects of the technology stack supporting CS core business processesEstablish and track key performance indicators (KPIs) and metricsDesign and implement business review processes and governance frameworks; establish transparent and scalable business reportingEmploy customer success measurement models and diagnostic tools to discover areas for improvementMeasure and enhance customer experience levels through data-driven analysis and action planningLead by example, fostering a team culture that values collaboration and facilitates personal and professional growthSupport and coach CS leadership on team scaling, hiring, cross-functional collaboration, policy development, and employee developmentCultivate strong relationships and effective collaboration with Customer Success, Marketing, Sales, Product, and G&A teamsWork closely with Product teams to provide input on product requirements that drive customer success at scaleWhat you bring
BasicBachelor's degree or equivalent10+ years of experience in SaaS and/or Services sales15+ years of CS Strategy and Operations leadership experience or relevant Customer Success experience in leadership positionsExperience leading complex, global teams on large-scale CS Strategy and Operations projectsExperience influencing and communicating across all levels of the organizationPreferredMBA degree or equivalentStrong influencing skills and relationship-building abilitiesExperience managing complex CS and GTM problems in a fast-paced, dynamic environmentProven ability to build, implement, and monitor CS methodologies, processes, and policiesExperience with change management, problem resolution, and communicating complex ideasExcellent communication and engagement skillsAbility to communicate and interact with executive leadershipStrong organization, prioritization, and project management skillsExperience with automation and/or AIKnowledge of data management and architectureWage Transparency
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 salaryThis role is also eligible for bonus, equity and
benefits .Life at Docusign
Working hereDocusign 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.AccommodationDocusign 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.States Not Eligible for Employment
This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.Equal Opportunity Employer
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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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.ResponsibilitiesCollaborate with CS leadership to develop and implement a multi-year Customer Success strategy aligned with company goalsIdentify and address strategic opportunities and challengesDesign and implement a global Customer Success operations strategy to drive scale and efficiencyServe as a trusted advisor to CS leadership on strategic mattersDefine, optimize, and standardize operational processes across CS teams and functionsPrioritize initiatives to increase operational efficiency and improve business deliveryMobilize and lead large, cross-functional teams to implement critical initiativesStreamline and refine standard operating proceduresOwn the technical and architectural aspects of the technology stack supporting CS core business processesEstablish and track key performance indicators (KPIs) and metricsDesign and implement business review processes and governance frameworks; establish transparent and scalable business reportingEmploy customer success measurement models and diagnostic tools to discover areas for improvementMeasure and enhance customer experience levels through data-driven analysis and action planningLead by example, fostering a team culture that values collaboration and facilitates personal and professional growthSupport and coach CS leadership on team scaling, hiring, cross-functional collaboration, policy development, and employee developmentCultivate strong relationships and effective collaboration with Customer Success, Marketing, Sales, Product, and G&A teamsWork closely with Product teams to provide input on product requirements that drive customer success at scaleWhat you bring
BasicBachelor's degree or equivalent10+ years of experience in SaaS and/or Services sales15+ years of CS Strategy and Operations leadership experience or relevant Customer Success experience in leadership positionsExperience leading complex, global teams on large-scale CS Strategy and Operations projectsExperience influencing and communicating across all levels of the organizationPreferredMBA degree or equivalentStrong influencing skills and relationship-building abilitiesExperience managing complex CS and GTM problems in a fast-paced, dynamic environmentProven ability to build, implement, and monitor CS methodologies, processes, and policiesExperience with change management, problem resolution, and communicating complex ideasExcellent communication and engagement skillsAbility to communicate and interact with executive leadershipStrong organization, prioritization, and project management skillsExperience with automation and/or AIKnowledge of data management and architectureWage Transparency
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 salaryThis role is also eligible for bonus, equity and
benefits .Life at Docusign
Working hereDocusign 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.AccommodationDocusign 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.States Not Eligible for Employment
This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.Equal Opportunity Employer
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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