Sr. CS Strategy & Operations Manager

Location: San Francisco, California

Department: Business/Sales Operations & Strategy

Work Mode: Hybrid

About the Role

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 business processes and simplify lives through intelligent agreement management. As the #1 company in e-signature and contract lifecycle management (CLM), Docusign unleashes business-critical data trapped in documents, connecting it to systems of record to save time, money, and opportunity. Join our innovation-driven culture where trust, equality, and impactful work shape the future of agreements. As the Sr. CS Strategy & Operations Manager - Strategic Projects, you will be a key driver of strategic initiatives across Docusign’s global Customer Success organization. This high-impact individual contributor role, reporting to the Vice President, Customer Success Strategy & Operations, focuses on solving complex business problems, designing transformative initiatives, and shaping post-sales operating models to maximize e-signature adoption, customer retention, and revenue growth. Ideal for former top-tier management consultants (e.g., Bain, BCG, McKinsey) with strong analytical foundations, executive presence, and program management expertise transitioning to SaaS, you will drive measurable impact on customer outcomes and company performance in our hybrid work model (minimum 2 days/week in-office). You will serve as a strategic thought partner to CS leadership, leading end-to-end execution of high-priority projects—from problem framing and SQL/Excel-powered analyses to stakeholder alignment, change management, and implementation. Partnering across Sales Strategy, Product, Support, IT, Finance, and more, you’ll build business cases, operating models, and playbooks for customer onboarding, success management, renewals, segmentation, journey optimization, and metric frameworks. Support annual planning, OKRs, KPIs, and governance while guiding teams to shared decisions, fostering Docusign’s culture of innovation, trust, and equal opportunity. Docusign is committed to building trust and making the world more agreeable. We offer competitive pay, RSUs, comprehensive benefits, and a pride-worthy mission. Note: No visa sponsorship; must be authorized to work in the US. Reasonable accommodations available.

Key Responsibilities

• Serve as a strategic thought partner to Customer Success leadership, prioritizing and executing high-impact initiatives that drive operational scale, efficiency, and customer value in DocuSign's Intelligent Agreement Management platform
• Lead end-to-end project execution across strategic priorities, including problem framing, data-driven analysis, stakeholder alignment, change management, and implementation
• Structure complex business problems and deliver recommendations that influence decision-making across post-sales functions, enhancing e-signature adoption and customer outcomes
• Build business cases, operating models, and playbooks to guide strategic investments and transformations in customer onboarding, success management, and renewals
• Partner with cross-functional teams (Sales Strategy, Product, Support, IT, Finance, Enterprise Transformation) to deliver scalable solutions for global Customer Success
• Conduct advanced analyses using SQL, Excel, and BI tools to surface insights shaping operational decisions for agreement management and customer retention
• Lead strategic workstreams like customer segmentation, journey optimization, headcount modeling, best-cost location strategies, and success metric frameworks
• Develop and maintain program governance, including OKRs, reporting cadences, and executive updates for critical initiatives
• Support annual planning for Customer Success, including goal setting, capacity modeling, and performance tracking aligned with DocuSign's innovation goals
• Collaborate with CS leadership to define and refine KPIs ensuring alignment with strategic objectives in e-signature and CLM solutions
• Guide team members on objectives by facilitating stakeholder alignment and objective evaluation of options

Required Qualifications

• BA/BS degree or equivalent work experience
• 12+ years of analytical experience in strategic operational roles (e.g., go-to-market operations, financial analysis, sales operations, management consulting) or 8+ years with a Master’s degree
• Demonstrated ability to lead complex strategic projects or transformations across multiple stakeholders
• Strong analytical skill set with hands-on experience in SQL, Excel, and visualization tools (e.g., Tableau, Looker, Power BI)
• Experience structuring ambiguous problems, breaking them down into actionable insights, and communicating findings to executive audiences
• Proven record of building trust and influencing across functions and levels, from analysts to VPs
• High attention to detail, strong business acumen, and a bias for action

Preferred Qualifications

• 2+ years in a top-tier management consulting firm (e.g., Bain, BCG, McKinsey) and/or Strategy/Operations role at a tech or SaaS company
• Deep understanding of Customer Success operating models and performance metrics (e.g., GRR, NRR, adoption, retention, CSAT)
• Experience in program and change management, including cross-functional coordination and communications
• MBA or similar advanced degree

Required Skills

• SQL proficiency for advanced data analysis
• Excel expertise for financial and operational modeling
• Data visualization with Tableau, Looker, or Power BI
• Strategic problem structuring and hypothesis-driven analysis
• Executive communication and presentation skills
• Stakeholder influence and management across functions
• Program and change management
• Cross-functional collaboration
• Customer Success metrics expertise (GRR, NRR, adoption, retention, CSAT)
• Business case development
• Operating model design
• Headcount and capacity modeling
• OKR and KPI framework development
• Analytical thinking and attention to detail
• Business acumen in SaaS and tech environments
• Bias for action and high executive presence

Benefits

• Competitive base salary ($157,500 - $254,350 in California) plus company bonus plan
• Restricted Stock Units (RSUs) eligibility
• Paid Time Off including earned time off and company holidays
• Paid Parental Leave up to six months
• Comprehensive health benefits plans with 100% employer-paid options from day one
• Retirement plans with potential employer contributions
• Learning and Development opportunities including coaching, online courses, and education reimbursements
• Compassionate Care Leave for life-changing events

DocuSign is an Equal Opportunity Employer.