Senior Program 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 Senior Program Manager, you will drive the execution of initiatives to enhance the IAM customer experience, adoption, and retention. You will collaborate across Customer Success, Product, Operations, and GDA to lead a cross-functional program team focused on the following key areas:
Work in partnership with the Customer Value Program Director to orchestrate cross-functional teams to develop strategies, playbooks, and programs to drive customer activation, product adoption, and retention. Establish a regular rhythm of inspection to analyze retention, churn, and growth causality to facilitate data-driven program improvements. Assemble and deliver executive reporting and meeting cadences to ensure seamless cross-functional alignment and accountability.

Support the operation and modification of the IAM adoption program across different segments and geographies.

This position is an individual contributor role reporting to the Group Vice President of Global Enterprise Customer Success.

• Lead end-to-end cross-functional projects and programs that optimize customer activation, product adoption, and long-term retention

• Work in close concert with the GVP of Global Enterprise Customer Success and GVP of Global Commercial Customer Success and the Customer Value Program Director, to drive and execute a comprehensive program that ensures milestones, manages cross-functional dependencies and risks, and measures and impacts cross region and cross segment IAM adoption

• Architect process and workflow improvements across Customer Success teams to uncover root causes, eliminate systemic barriers, and enhance effectiveness

• Establish project goals and minimum viable products/deliverables (MVPs/MVDs) while ensuring shared understanding of purpose across cross-functional teams

• Operate as a core contributor or Directly Responsible Individual (DRI) on multi-system initiatives, balancing creativity with feasibility to deliver scalable solutions

• Collaborate with Analytics and Product Operations to analyze adoption, churn, and usage metrics, facilitating data-driven program iterations

• Coordinate the rollout of standardized global playbooks and adoption plays for field Customer Success teams, embedding customer feedback into team rituals

• Establish regular reporting cadences and deliver transparent program status updates to ensure alignment among internal stakeholders and executive leadership

• Adopt modern operational tools, including AI-enabled efficiencies, to improve organizational workflows and embed continuous learning

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…