CS Strategy & Operations Sr 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 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 metri
  
  Customer Success and signals, enabling leaders to inspect execution and outcomes

• Support change management for process and tooling changes by partnering…