CS Strategy & Operations Manager

DocuSign
São Paulo
Workplace: HybridFull timeFunction: Business OperationsExperience: 8+ yearsSkills: ["Stakeholder influence","Data-driven decision making","Communication"]

Drive operational excellence for the Scaled Adoption motion by partnering with Customer Success leadership and cross-functional teams to deliver data, reporting, and actionable insights. Define metrics and KPIs, analyze adoption and engagement performance (including GRR), build dashboards and consistent cross-channel measurement, and run business reviews to guide strategy, risk identification, and program optimization at scale.

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FursaFursa
DocuSign
DocuSign
6 days ago

CS Strategy & Operations Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Drive operational excellence for the Scaled Adoption motion by partnering with Customer Success leadership and cross-functional teams to deliver data, reporting, and actionable insights. Define metrics and KPIs, analyze adoption and engagement performance (including GRR), build dashboards and consistent cross-channel measurement, and run business reviews to guide strategy, risk identification, and program optimization at scale.
Location: São Paulo
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Act as the operations strategist for the Scaled Adoption motion, supporting strategic planning and innovation across programs, coverage model, and capacity.
  • •Design key metrics and KPIs to improve customer adoption outcomes, analyzing program and campaign performance against business goals.
  • •Analyze customer data to surface risks and opportunities and provide insights that help CS leaders prioritize actions.
  • •Drive business reviews and executive readouts for Scaled Adoption programs, recommending course corrections based on insights.
  • •Create dashboards and reporting frameworks to track product adoption, engagement, retention (GRR), and program performance; support consistent cross-channel measurement.

Key Requirements

  • •8+ years of experience in Customer Success Operations, Marketing Analytics, Business Analytics, or related SaaS roles.
  • •Experience using reporting and analytics tools such as Tableau, Looker, Power BI, and Gainsight.
  • •Proficiency with SQL or similar data querying languages and comfort working with large datasets.
  • •Strong grasp of marketing analytics concepts (campaign performance, segmentation, engagement metrics, funnel analysis).
  • •Ability to influence senior stakeholders with data-driven recommendations; knowledge of CS metrics like GRR and product adoption.
Experience:8+ yearsSaaSCustomer successMarketing analytics
Skills:Stakeholder influenceData-driven decision makingCommunication
Languages:En-us
Tech Stack:TableauLookerPower BIGainsightSQL

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