Sr. CS Strategy & Operations Manager

Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity.

Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

As the Sr CS Strategy & Operations Manager - Strategic Projects you will be a key driver of strategic initiatives across Docusign’s global customer success organization. This high-impact role will focus on solving complex business problems, designing and implementing transformative initiatives, and helping shape the operating model for post-sales success. This role is ideal for former management consultants from top-tier strategy consulting firms with strong analytical foundations, high executive presence and influencing skills, and program management expertise looking to transition into a SaaS environment and drive measurable impact on customer outcomes and company performance.

This position is an individual contributor role reporting to the Vice President, Customer Success Strategy & Operations.

Responsibility

• Serve as a strategic thought partner to Customer Success leadership, helping prioritize and execute high-impact initiatives that drive operational scale, efficiency, and customer value

• Lead end-to-end project execution across strategic priorities, such as problem framing, analysis, stakeholder alignment, change management, and implementation

• Structure complex business problems and deliver data-driven recommendations that influence decision-making across post-sales functions

• Build business cases, operating models, and playbooks that guide strategic investments and transformation initiatives

• Partner with cross-functional teams including Sales Strategy, Product, Support, IT, Finance, and Enterprise Transformation to deliver scalable solutions across customer onboarding, success management, and renewals

• Conduct advanced analyses using tools like SQL, Excel, and BI platforms (e.g., Tableau, Looker) to surface insights that shape operational decisions

• Lead strategic work streams such as customer segmentation, journey optimization, headcount and coverage modeling, best-cost location strategies, and success metric frameworks

• Develop and maintain program governance for critical initiatives, including OKRs, reporting cadences, and executive updates

• Support annual planning efforts for the Customer Success organization, including goal setting, capacity modeling, and performance tracking

• Collaborate with CS leadership to define and refine KPIs, ensuring alignment with strategic goals and operational plans

• Participate in strategy development for the function

• Lead short- and long-range projects and other initiatives

• Guide other team members within function on how to approach and complete objectives by bringing stakeholders together to objectively evaluate all viable options in order to reach shared decisions

• Be highly skilled at stakeholder engagement, influence and management

• Know how to look beyond the obvious stakeholder group and identify and align other stakeholders who influence or may influence the direction and outcomes of assigned work

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position’s job designation depending on business needs and as permitted by local law.

Basic

• BA/BS degree or equivalent…