CS Strategy & Operations Sr Manager

CS Strategy & Operations Sr Manager
- Success Plays

The CS Strategy & Operations Sr Manager
- Success Plays is a process design leader responsible for defining, documenting, and continuously improving how Customer Success executes core motions across the customer lifecycle. This role primarily focuses on CxMs (Customer Success Manager and Customer Success Account Managers) processes, standard operating procedures (SOPs), Customer Success lifecycle and interlock between Account/Customer Success plans (CSP/AP), and cross-team workflows that connect Customer Success, Sales, Services, and other post-sales teams.

The role will partner closely within Customer Success Experience, GTM, Customer Success Business Partners, Applications Engineering, Product, and Enablement to standardize and simplify core Customer Success processes, ensure Customer Success plays/playbooks are operationalized in tools, and reduce friction so teams can execute with consistency. They will bring strong process thinking, tools alignment, and stakeholder collaboration skills, grounded in Docusign's principles:
Customer First, Deliver Results, Say What Matters, Own It, Make It Better, and One Team.

This position is an individual contributor role reporting to the Senior Director, Customer Success Experience.

Responsibility

• Help define and evolve role strategy and engagement models for Customer Success roles across the customer lifecycle, including role charters, boundaries, success measures, and operating rhythms
• Own CxM play/ playbook strategy and operational execution, including intake, prioritization, design standards, SLAs, build, governance, and retirement
• Design, document, and maintain end-to-end Customer Success lifecycle processes and SOPs, including how Customer Success Ms, Customer SuccessAMs, and other GTM roles engage across journey stages
• Define and govern Customer Success plan and Account plan standards (CSP/AP) from a CxM perspective that eliminates duplicate templates and conflicting workflows
• Map and document cross-team workflows (inputs, outputs, SLAs, controls) across Customer Success, Sales, Services, Technical Account Management, Onboarding, and Support, ensuring clear RACIs, handoffs, exits, and deliverables
• Align process designs with tooling in Salesforce, Gainsight, Certinia, Customer Success Console, and related systems, partnering with technology teams to translate business requirements into configuration and enhancements
• Partner with playbook content leads to ensure processes and SOPs are reflected in playbook templates and operational dashboards so teams can execute consistently
• Maintain and curate a governed library of Customer Success SOPs, process maps, and standards in the designated knowledge hubs, ensuring content is discoverable, current, and easy for the field to use
• Collaborate with Customer Success Business Partners, Strategy & Analytics Customer Success, and Customer Success Experience Ops to connect processes to metrics and signals, enabling leaders to inspect execution and outcomes
• Support change management for process and tooling changes by partnering with Enablement and Communications on training plans, field messaging, and adoption tracking
• Act as a trusted advisor to Customer Success leaders and ICustomer Success on how processes, SOPs, and tools should work together to support customer outcomes and team effectiveness

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

• 12+ years of experience in Customer Success Operations, Business Process Design, Customer Success Programs, or related roles
• Experience designing and documenting end-to-end customer-facing processes, SOPs, and role workflows, ideally within Customer Success or post-sales organizations
• Experience with Customer Success lifecycle, renewal processes, success planning, and how Account/Customer Success plans (Customer SuccessP/AP) support customer and business outcomes
• Experience working with CRM and Customer Success platforms such as Salesforce, Gainsight, and Certinia; comfortable defining business requirements for system changes
• Experience creating clear process maps, RACIs, and SOPs that are practical for the field and scalable across segments and regions
• Experience partnering with content and enablement teams to operationalize playbooks in tools and processes, including intake workflows and governance
• Experience with executive and stakeholder management and collaboration, with a track record of working across Customer Success, Sales,…