CS Strategy & Operations Sr Manager

DocuSign
San Francisco, Chicago, Seattle
Workplace: HybridFull timeUSD 158,300 - 266,000 annuallyFunction: Strategy & Corporate DevelopmentSkills: ["Stakeholder collaboration","Executive communication","Process thinking","Ownership","Cross-functional influence"]

Lead end-to-end process design for Customer Success “success plays” across the customer lifecycle. Define and evolve role strategy, engagement models, playbook strategy, SLAs, intake/prioritization, and operating rhythms for CxM roles. Standardize Customer Success lifecycle processes and cross-team workflows (Sales, Services, TAM, Onboarding, Support), align them to tools like Salesforce and Gainsight, and maintain a governed library of SOPs for consistent execution.

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FursaFursa
DocuSign
DocuSign
2 days ago

CS Strategy & Operations Sr Manager

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Last checked: 10 hours agoStatus: Live

Job Summary

Lead end-to-end process design for Customer Success “success plays” across the customer lifecycle. Define and evolve role strategy, engagement models, playbook strategy, SLAs, intake/prioritization, and operating rhythms for CxM roles. Standardize Customer Success lifecycle processes and cross-team workflows (Sales, Services, TAM, Onboarding, Support), align them to tools like Salesforce and Gainsight, and maintain a governed library of SOPs for consistent execution.
Location: San Francisco, Chicago, Seattle
Workplace: Hybrid
Employment Type: Full time
Job Function: Strategy & Corporate Development
Seniority: Sr. Manager level

Key Responsibilities

  • •Define and evolve Customer Success role strategy and engagement models across the customer lifecycle, including success measures and operating rhythms.
  • •Own CxM play/playbook strategy and operational execution, including intake, prioritization, design standards, SLAs, governance, and retirement.
  • •Design, document, and maintain end-to-end Customer Success lifecycle processes and SOPs across customer journey stages.
  • •Define and govern Customer Success plan and Account plan standards (CSP/AP) and map cross-team workflows with clear RACIs, handoffs, exits, and deliverables.
  • •Align process designs with tooling in Salesforce, Gainsight, Certinia, Customer Success Console, and related systems; maintain a governed SOP library and support change management/training adoption.

Pay and Benefits

Salary: USD 158,300 - 266,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceRetirementLearning BudgetPaid LeaveParental Leave

Key Requirements

  • •12+ years’ experience in Customer Success Operations, Business Process Design, Customer Success Programs, or related roles.
  • •Design and document end-to-end customer-facing processes, SOPs, and role workflows within Customer Success or post-sales organizations.
  • •Experience with Customer Success lifecycle, renewal processes, and success planning, including Account/Customer Success plan (CSP/AP) outcomes.
  • •Hands-on experience with CRM and customer success platforms such as Salesforce, Gainsight, and Certinia, including defining requirements for system changes.
  • •Strong executive stakeholder management and collaboration across Customer Success, Sales, Services, technology, and enablement teams.
Experience:SaaSB2BB2B2C
Skills:Stakeholder collaborationExecutive communicationProcess thinkingOwnershipCross-functional influence
Tech Stack:SalesforceGainsightCertiniaCustomer Success ConsoleTableauGongAI

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

DocuSign
Provides a cloud-based electronic signature and intelligent agreement management platform that automates document workflows, identity verification, contract lifecycle management, and agreement analytics for enterprises and individuals worldwide.
Industry: LegalTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2003
Glassdoor
Glassdoor: 3.6
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