Customer Success Strategy and Data Analytics Manager

DocuSign
San Francisco, Chicago, Seattle
Workplace: HybridFull timeUSD 132,700 - 206,800 annuallyFunction: Customer Success & Account ManagementExperience: 8+ yearsSkills: ["Strategic thinking","Written communication","Verbal communication","Influencing","Collaboration"]

Lead Customer Success Experience operations by translating strategy into program charters, roadmaps, success metrics, and operating rhythms. Own P0/P1 transformation initiatives and manage governance to drive measurable customer and business outcomes. Design CS workflows and SOPs connecting roles and tools, define telemetry with analytics partners, and partner with technology teams to deliver systems enhancements. Create executive-ready communications and influence stakeholders across Customer Success, Sales, Services, and Go To Market leadership.

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FursaFursa
DocuSign
DocuSign
2 days ago

Customer Success Strategy and Data Analytics Manager

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Last checked: 13 hours agoStatus: Live

Job Summary

Lead Customer Success Experience operations by translating strategy into program charters, roadmaps, success metrics, and operating rhythms. Own P0/P1 transformation initiatives and manage governance to drive measurable customer and business outcomes. Design CS workflows and SOPs connecting roles and tools, define telemetry with analytics partners, and partner with technology teams to deliver systems enhancements. Create executive-ready communications and influence stakeholders across Customer Success, Sales, Services, and Go To Market leadership.
Location: San Francisco, Chicago, Seattle
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Act as Customer Success Operations lead for Customer Success Experience, owning P0/P1 transformation initiatives and managing plans, dependencies, and risks.
  • •Translate CS Experience strategy into program charters, roadmaps, success metrics, and operating rhythms across Customer Success and cross-functional partners.
  • •Design and refine Business Process workflows and CS SOPs connecting roles, playbooks, and systems.
  • •Work with analytics partners to define telemetry needs and reporting to help CS leaders run the business.
  • •Partner with technology teams to scope and deliver systems enhancements, preparing executive communications and driving resolution of operational risks and gaps.

Pay and Benefits

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

Key Requirements

  • •8+ years of experience in Customer Success Operations, Sales Operations, Strategy and Operations, or related roles.
  • •Lead complex cross-functional programs from concept through implementation with clear business impact.
  • •Experience with Customer Success and Go To Market processes (renewals, forecasting, adoption programs, playbooks, success planning) and how they show up in tools.
  • •Work with data and analytics to define metrics, partner with analytics teams, and interpret dashboards to drive decisions.
  • •Experience with Salesforce and Gainsight (or similar CRM/CS platforms) and building structured plans with dependencies across stakeholders.
Experience:8+ yearsB2B SaaS
Skills:Strategic thinkingWritten communicationVerbal communicationInfluencingCollaboration
Tech Stack:SalesforceGainsightCertiniaTableauGongAnalytics toolsTelemetryDashboardsAI

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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