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).

The GTM CS Strategy & Operations Manager proactively plans and delivers critical business insights and articulates team performance. In doing so, he/she/they gives a clear view of key organizational processes and policies to help organize and scale our operations for short, medium, and long term growth. The selected candidate will be accountable to regional leadership teams, driving success in a fast paced regional model.

You will also be responsible for evaluating the efficiency and costs of established processes, developing improvement strategies, and facilitating changes. You will also be able to communicate well across multiple levels of internal stakeholders to share information and insights into areas that can help build and improve sales performance and operational efficiencies. You will be a partner trusted advisor to the CS GTM team as well as the leaders throughout the customer success team.

Willingness and ability to travel as necessary, typical about 15%.

This position is an individual contributor role reporting to the Director, CS Operations EMEA .

Responsibility

• Provide thought leadership regarding data and actionable insights to key stakeholders across the Customer Success Management organization

• Create and manage dashboards to provide visibility and monitoring of key metrics relevant to the region and promote focus areas based on identification of trends and performance differentiators

• Perform recurring and ad hoc analysis to identify trends, impacts & root causes across Customer Success, and articulate key findings to assist decision making and prioritization

• Communicate regularly on business/team performance, making recommendations based on analysis of key performance areas

• Present insights on key customer success metrics to other stakeholders with a view to assisting them drive performance in their areas (eg upsell trends, marketing program impacts etc)

• Identify inefficiencies, support the implementation of solutions, and track progress around Customer Success team productivity, planning, processes, and tools

• Create and monitor indicators using multiple data sources to extend understanding of risk in the customer portfolio and assist in developing plans to mitigate the risks

• Produce weekly, monthly, and quarterly recurring reporting as well as fulfill ad hoc data requests

• Act as the liaison between the global success operations team and the regional leadership team, ensuring global initiatives and programs are communicated, aligned, implemented and measured in region, and that bi-directional knowledge sharing drives global best practice

• Build executive presentations (e.g. Quarterly Business Reviews), crafting the messages in collaboration with Sales Leaders

• Own and coordinate fiscal year planning (Business Planning, Headcount Allocation, Territory Carving, Quota Allocation and new segment entry) for the Customer Success team

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…