Principal Product Manager - Customer Success

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 a Principal Applications Product Manager, you own the customer experience application capabilities that dictate the post‑sales lifecycle, data foundations, and retention platforms. You operate as the primary product lead for high‑impact initiatives, driving the Agentic AI Roadmap across Onboarding, Customer Health Monitoring, Digital Success (Tech Touch), Renewals, and Expansion business processes. You will influence Net Revenue Retention (NRR), churn mitigation, and operational efficiency across Customer Success Managers (CSMs), Support, and Account Management teams.

This role requires fast context building, strong partnership with CS Operations and Engineering, and hands‑on ownership from problem definition through delivery.

This position is an individual contributor role reporting to the Sr. Director, Customer Success Applications.

• Develop a multi‑year technology roadmap for Customer Success (CS) and Support, encompassing CRM, Helpdesk, Customer Health, and Knowledge Base systems that aligns with company growth goals (e.g., retention, NRR, CSAT) and prioritize implementing high‑impact use cases leveraging Generative AI (GenAI) and agent‑based solutions.
• Act as the strategic partner to Customer Success and Support organizations.
• Translate their business goals (e.g., "reduce time‑to‑resolution by 20%") into technical product requirements and system capabilities.
• Evaluate the market for 3rd‑party tools (e.g., Gainsight, Totango, Intercom) versus building proprietary features. Manage vendor relationships and integration strategies.
• Map end‑to‑end customer journeys (from onboarding to renewal) to identify process bottlenecks.
• Design system improvements that minimize "swivel‑chair" operations for agents.
• Lead the strategy for a "360‑degree Customer View".
• Ensure data flows seamlessly between Sales (CRM), Product (Usage Data), and Support (Tickets) so CSMs have a single source of truth.
• Define success metrics for the platform itself (e.g., Internal NPS, Agent Utilization Rate, Ticket Deflection Ratio) and drive adoption of new features among internal teams.
• Manage the product lifecycle, including sprint planning, backlog grooming, and prioritizing work based on maximizing ROI and business impact, which includes the ability to configure systems to align with evolving business requirements.
• Oversee the rollout of new tools and processes.
• Ensure that technology changes are accompanied by adequate training and enablement for the CS/Support teams.
• Shield engineering from ad‑hoc operational tweaks by rigorously prioritizing the backlog based on ROI (e.g., "Feature X saves 5 hours per project").

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.

• 15+ years in Product Management, with at least 5+ years managing internal tools, B2B SaaS platforms, or CRM/CS systems (Salesforce Service Cloud, Zendesk, Gainsight, etc.)
• Experience with API integrations, data warehousing (Snowflake/Big Query), and identity management with the…