Sr. CS Strategy & Operations Analyst

DocuSign
São Paulo
Workplace: HybridFull timeFunction: Business OperationsExperience: 5+ yearsEducation: bachelorsSkills: ["Structured problem-solving","Cross-functional collaboration","Communication","Business acumen","Results-driven"]

Design, build, and execute strategic initiatives that shape how the Customer Success organization operates. Turn ambiguous questions into frameworks, business cases, and executable plans through structured problem-solving and rigorous analysis. Develop prioritization, health scoring, and coverage models; support annual planning; and build executive-ready materials. Partner with Sales Strategy, Product, Digital Technology Services, Finance, and Enterprise Transformation, while governance and outcomes tracking inform scale decisions.

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FursaFursa
DocuSign
DocuSign
1 day ago

Sr. CS Strategy & Operations Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Design, build, and execute strategic initiatives that shape how the Customer Success organization operates. Turn ambiguous questions into frameworks, business cases, and executable plans through structured problem-solving and rigorous analysis. Develop prioritization, health scoring, and coverage models; support annual planning; and build executive-ready materials. Partner with Sales Strategy, Product, Digital Technology Services, Finance, and Enterprise Transformation, while governance and outcomes tracking inform scale decisions.
Location: São Paulo
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Mid level

Key Responsibilities

  • •Support end-to-end execution of Customer Success strategy and transformation initiatives, from problem framing and analysis through stakeholder alignment and implementation.
  • •Build and maintain frameworks for account/segment prioritization, health scoring, and coverage modeling to guide where the CS organization focuses.
  • •Develop business cases, playbooks, and operating models supporting strategic investments and transformation workstreams.
  • •Structure complex business problems into actionable analysis and recommendations, and produce executive-ready materials (decks, one-pagers, briefings) summarizing progress, risks, and recommendations.
  • •Own program governance for assigned initiatives (milestone tracking, dependency management, reporting cadences) and track/synthesize outcomes of pilots to inform go/no-go decisions.

Key Requirements

  • •Bachelor’s degree in Business Administration, Industrial Engineering, Economics, Finance, Applied Mathematics, Statistics, or related field.
  • •5+ years of experience in strategy, business operations, transformation, or management consulting with increasing responsibility.
  • •Experience supporting a GTM or Customer Success organization and driving cross-functional projects end-to-end, including change management/process transformation.
  • •Experience with SQL, Excel, and data visualization tools such as Tableau, Looker, or Power BI.
  • •Proficiency in Salesforce and Gainsight, plus Customer Success metrics (GRR, NRR, BoR, Churn Rate) and SaaS business models.
Experience:5+ yearsSaaSCustomer SuccessGTMManagement consultingBusiness operations
Education:Bachelor's in Business Administration, Industrial Engineering, Economics, Finance, Applied Mathematics or Statistics (or related)
Skills:Structured problem-solvingCross-functional collaborationCommunicationBusiness acumenResults-driven
Languages:English
Tech Stack:SQLExcelTableauLookerPower BIG-SuiteSalesforceGainsightBI toolsMachine learningCloud computingDistributed computingAI

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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