CS Strategy & Operations Manager

DocuSign
San Francisco, Chicago, Seattle
Workplace: HybridFull timeUSD 140,100 - 235,375 annuallyFunction: Business OperationsExperience: 8+ yearsSkills: ["Communication","Stakeholder management","Storytelling","Problem-solving","Executive presence","Organizational skills"]

Lead customer success GTM strategy through proactive planning and data-driven insights that articulate team performance and key organizational processes. Own dashboards, recurring and ad hoc analysis, and executive presentations (e.g., QBRs), identifying trends, root causes, inefficiencies, and risks across the customer portfolio. Partner with global CS operations and regional leadership to align initiatives, drive operational efficiencies, and coordinate fiscal year planning including headcount and quota allocation.

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FursaFursa
DocuSign
DocuSign
1 day ago

CS Strategy & Operations Manager

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Last checked: 6 hours agoStatus: Live

Job Summary

Lead customer success GTM strategy through proactive planning and data-driven insights that articulate team performance and key organizational processes. Own dashboards, recurring and ad hoc analysis, and executive presentations (e.g., QBRs), identifying trends, root causes, inefficiencies, and risks across the customer portfolio. Partner with global CS operations and regional leadership to align initiatives, drive operational efficiencies, and coordinate fiscal year planning including headcount and quota allocation.
Location: San Francisco, Chicago, Seattle
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations

Key Responsibilities

  • •Provide thought leadership and data-driven, actionable insights to stakeholders across the Customer Success Management organization.
  • •Create and manage dashboards to monitor key regional metrics and identify trends and performance differentiators.
  • •Run recurring and ad hoc analyses to identify trends, impacts, and root causes, and support prioritization and decision-making.
  • •Communicate regularly on business and team performance, presenting customer success metrics insights (e.g., upsell and marketing program impacts).
  • •Track customer success productivity, planning, processes, and tools; monitor indicators to assess customer portfolio risk and support mitigation plans.
Travel: Medium travel

Pay and Benefits

Salary: USD 140,100 - 235,375 annually
Equity and Bonus:Equity
Perks:Health InsurancePaid LeaveParental LeaveRetirementLearning Budget

Key Requirements

  • •8+ years of experience in a customer-facing or sales team within a management consultancy/tech company.
  • •Experience using and developing reports, metrics, and dashboards with salesforce.com and BI tools, plus advanced Excel.
  • •Education to degree level or equivalent.
  • •Fluency in English and strong communication skills across multiple stakeholder levels and geographies.
  • •Background in customer success, support, or consulting services, with familiarity in B2B and B2B2C SaaS environments.
Experience:8+ yearsSaaSB2BB2B2CCustomer successConsulting
Skills:CommunicationStakeholder managementStorytellingProblem-solvingExecutive presenceOrganizational skills
Languages:English
Tech Stack:Salesforce.comExcelBI toolsFinancial Force

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
WebsiteLinkedInGlassdoor