CS Strategy & Operations Manager

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 peoples 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 Docusigns 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 the Strategy & Operations Manager -Scaled Adoption at Docusign you will serve as a strategic business partner to the Scaled Adoption motion driving operational excellence through data reporting and actionable insights focused on improving adoption and on-going usage of our products via our scaled engagement levers. You will play a pivotal role in enabling scalable digital engagement strategies by delivering analytics that help our teams monitor customer adoption identify risks and uncover growth opportunities. This role requires a strong background in strategy reporting customer success analytics and an understanding of marketing analytics frameworks as you will help align data-driven customer success strategies with broader lifecycle and digital engagement efforts. You will collaborate closely with CS leadership Marketing Ops and Lifecycle Marketing Product Operations and cross-functional partners to ensure insights are leveraged to optimize adoption retention and expansion at scale.

This position is an individual contributor role reporting to the Senior Director Customer Success Strategy & Analytics.

Responsibility

• Act as the operations strategist for the Scaled Adoption motion driving strategic planning and support innovation of our Scaled Adoption programs coverage model capacity etc

• Support the design of metrics that matter to drive customer adoption outcomes analyzing existing programs and metrics and performance of existing campaigns vs business goals

• Support the scaled adoption motion with analytics such as segmentation funnel analysis campaign performance) to support lifecycle engagement strategies

• Analyze customer data to surface risks and opportunities providing insights that help CS leaders prioritize actions

• Drive & support regular business reviews for scaled adoption programs and executive readouts that will guide the go-forward strategy of Scaled Adoption delivering actionable insights and recommending course corrections

• Define and refine key performance indicators (KPIs) for scaled success adoption pacing and lifecycle effectiveness

• Create dashboards and reporting frameworks with help from global data & analytics teams that track product adoption engagement retention (GRR) and program performance

• Collaborate with cross functional teams on cross-channel engagement reporting ensuring consistent measurement across email in-app and other touchpoints

• Support data alignment across systems and teams ensuring consistency and accuracy of customer data used in reporting

• Partner with leadership on forecasting and strategic planning efforts incorporating adoption trends and program impact

• Provide thought leadership on best practices for scaling customer engagement

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 positions job designation depending on business needs and as permitted by local law.

Basic

• 8 years of experience in Customer Success Operations Marketing Analytics Business Analytics or related SaaS roles

• Experience with reporting and analytics tools (e.g. Tableau Looker Power BI Gainsight)

• Experience with SQL or similar data querying languages; comfortable working with large datasets

• Experience with marketing analytics concepts such as campaign performance segmentation engagement metrics and funnel analysis

• Experience influencing senior stakeholders through data-driven recommendations and strategic insights

• Experience with Customer Success metrics (GRR NRR product adoption customer health scoring etc.)

• Experience partnering with CS Marketing and Product teams on cross-functional initiatives

Preferred

• Excellent communicator with the ability to simplify complex data stories for business audiences

• You should actively identify opportunities to increase value or reduce risk especially by leveraging new efficiencies enabled by technology like AI where possible

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge skills and experience.

Based on applicable legislation the below details pay ranges in the following locations:

California: $X/hour - $X/hour or $X - $X base salary

Illinois Colorado Massachusetts and Minnesota: $X/hour - $X/hour or $X - $X base salary

Washington Maryland New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary

Washington DC: $X/hour - $X/hour or $X - $X base salary

Ohio: $X/hour - $X/hour or $X - $X base salary

Canada: CAD $X/hour - CAD $X/hour or CAD $X - CAD $X base salary

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time permanent basis without the need for current or future sponsorship.

Working here

Docusign is committed to building trust and making the world more agreeable for our employees customers and the communities in which we live and work. You can count on us to listen be honest and try our best to do whats right every day. At Docusign everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed to be heard to exchange ideas openly to build lasting relationships and to do the work of their life. Best of all you will be able to feel deep pride in the work you do because your contribution helps us make the world better than we found it. And for that youll be loved by us our customers and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation or a religious accommodation during the application process please contact us at .

If you experience any issues concerns or technical difficulties during the application process please get in touch with our Talent organization at for assistance.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska Hawaii Maine Mississippi North Dakota South Dakota Vermont West Virginia and Wyoming.

Its important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience skill aptitude and a can-do approach. We will not discriminate based on race ethnicity color age sex religion national origin ancestry pregnancy sexual orientation gender identity gender expression genetic information physical or mental disability registered domestic partner status caregiver status marital status veteran or military status or any other legally protected category.

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