Director, Product Management

DocuSign
San Francisco
Workplace: HybridFull timeFunction: Product ManagementExperience: 15+ yearsSkills: ["Communication","Leadership","Problem-solving","Stakeholder management","Strategic thinking"]

Lead a multi-year roadmap for customer success and support tools, owning post-sales experience, data foundations, and retention platforms. Drive GenAI-enabled use cases (CS/SupportCRM, health monitoring, renewals) and collaborate with CS Ops and Engineering to improve NRR, reduce time-to-resolution, and optimize agent workflows in a hybrid San Francisco-based team.

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FursaFursa
DocuSign
DocuSign
5 months ago

Director, Product Management

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Lead a multi-year roadmap for customer success and support tools, owning post-sales experience, data foundations, and retention platforms. Drive GenAI-enabled use cases (CS/SupportCRM, health monitoring, renewals) and collaborate with CS Ops and Engineering to improve NRR, reduce time-to-resolution, and optimize agent workflows in a hybrid San Francisco-based team.
Location: San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Own a multi-year technology roadmap for CS and Support including CRM, Helpdesk, Customer Health, and Knowledge Base systems; prioritize high-impact GenAI and agent-based use cases
  • •Act as strategic partner to CS/Suport organizations and translate their business goals into technical product requirements
  • •Evaluate 3rd party tools vs building proprietary features and manage vendor relationships and integration strategies
  • •Map end-to-end customer journeys to identify bottlenecks and design system improvements for streamlined agent workflows
  • •Lead the 360-degree Customer View initiative and ensure data flows between Sales, Product, and Support to provide a single source of truth

Pay and Benefits

Perks:RsusHealth Insurance

Key Requirements

  • •15+ years in Product Management, with at least 5+ years managing internal tools, B2B SaaS platforms, or CRM/CS systems (e.g., Salesforce Service Cloud, Zendesk, Gainsight)
  • •Experience with API integrations, data warehousing (Snowflake/BigQuery), and identity management
  • •Experience implementing or experimenting with ML/AI features (e.g., chatbots, sentiment analysis, predictive modeling)
  • •Ability to translate business goals into technical product requirements and system capabilities
  • •Strong partnership with cross-functional teams (CS Operations, Engineering) and hands-on ownership from problem definition through delivery
Experience:15+ yearsSaaSCRMCustomer successB2B
Skills:CommunicationLeadershipProblem-solvingStakeholder managementStrategic thinking
Languages:En-us
Tech Stack:Salesforce Service CloudZendeskGainsightSnowflakeBigQueryAPIsGenerative AIGenAI

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
WebsiteLinkedInGlassdoor