CS Strategy & Operations Program Manager

DocuSign
San Francisco, Chicago
Workplace: HybridFull timeUSD 132,700 - 206,800 annuallyFunction: Program & Project Management (PMO)Experience: 8+ yearsEducation: bachelorsSkills: ["Executive communication","Stakeholder management","Consensus building","Problem-solving","Continuous improvement"]

Own and drive mission-critical transformation programs for Customer Success, defining the CS Strategy & Operations roadmap and leading execution across interdependent workstreams. Serve as a trusted advisor to leadership and stakeholders by planning objectives and deliverables, surfacing risks, and aligning initiatives to measurable outcomes like adoption, GRR, and efficiency gains. Build executive-ready communications, program artifacts, and AI-augmented program management practices to improve velocity and continuous improvement.

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FursaFursa
DocuSign
DocuSign
2 days ago

CS Strategy & Operations Program Manager

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Last checked: 13 hours agoStatus: Live

Job Summary

Own and drive mission-critical transformation programs for Customer Success, defining the CS Strategy & Operations roadmap and leading execution across interdependent workstreams. Serve as a trusted advisor to leadership and stakeholders by planning objectives and deliverables, surfacing risks, and aligning initiatives to measurable outcomes like adoption, GRR, and efficiency gains. Build executive-ready communications, program artifacts, and AI-augmented program management practices to improve velocity and continuous improvement.
Location: San Francisco, Chicago
Workplace: Hybrid
Employment Type: Full time
Job Function: Program & Project Management (PMO)

Key Responsibilities

  • •Own and help define the CS Strategy & Operations program roadmap and vision for Customer Success Operations initiatives, including agentification and automation.
  • •Collaborate with senior leaders to plan program objectives, scope, deliverables, and ongoing expectations to improve customer experience and business performance.
  • •Facilitate strategic brainstorming sessions with SMEs and cross-functional stakeholders to shape and pressure-test initiatives before adding them to the roadmap.
  • •Drive execution and adoption across cross-functional workstreams, ensuring accountability and shared understanding at all stakeholder levels (including C-suite as needed).
  • •Create executive-level communications and program artifacts (e.g., steering updates, dependency maps, risk/issues logs) and define success metrics tied to business outcomes.

Pay and Benefits

Salary: USD 132,700 - 206,800 annually
Equity and Bonus:Equity
Perks:Paid LeaveParental LeaveHealth InsuranceRetirementLearning Budget

Key Requirements

  • •8+ years of combined strategy/operations and program management/enterprise transformation experience owning and delivering large-scale programs.
  • •5+ years of experience with Customer Success, Sales, or broader GTM within a SaaS/subscription business.
  • •Proven ability to influence and build consensus with working teams, senior leadership, and C-level executives.
  • •Strong problem-solving skills with a sense of urgency, simplifying complex issues into strategic frameworks.
  • •BS/BA degree (or equivalent relevant experience).
Experience:8+ yearsSaaSSubscription-basedCustomer SuccessGTM
Education:Bachelor's
Skills:Executive communicationStakeholder managementConsensus buildingProblem-solvingContinuous improvement
Languages:En-us
Tech Stack:AgileSmartSheetJiraConfluence

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
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Glassdoor: 3.6
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