Sr. Director, CS Strategy & Operations

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 bold thinking powers the future of agreements. As the Sr. Director, CS Strategy & Operations, you will be a highly motivated leader driving operational excellence, proactive insights, and strategic projects globally in support of Docusign’s Customer Success organizations. Partnering closely with regional teams, executive leadership, and functions across GTM Strategy & Operations, Sales, Marketing, and Product, your mission is to instill operational rigor, lead transformation programs, and deliver data-driven insights that mitigate churn, boost adoption of e-signature and CLM solutions, and grow our customer base. Leading a centralized team, you will resolve programmatic challenges, align initiatives to business strategy, and enhance our operating rhythm in a fast-paced, high-growth environment. This people manager role reports to the VP, Customer Success Strategy & Operations and requires deep knowledge of Docusign products and GTM integration. Build and lead a global Center of Excellence (CoE) establishing standards for CS operations while supporting regional needs. Own CS strategy including financial planning, metrics like GRR and NRR, and scalable models for onboarding, adoption, and renewals. Oversee analytics teams leveraging SQL and BI tools to forecast trends and uncover opportunities, while championing process automation and innovation. Drive customer journey optimization, segmentation, and large-scale initiatives to scale success efficiently across regions, ensuring alignment with Docusign’s intelligent agreement management vision. This is a hybrid role requiring minimum 2 days per week in-office (may vary by team). Pay ranges: California $202,800 - $327,625 base, plus bonus, RSUs, and global benefits. Docusign is an equal opportunity employer committed to diversity and innovation.

Key Responsibilities

• Build and lead a Center of Excellence (CoE) for CS Strategy & Operations, establishing global standards for DocuSign's Intelligent Agreement Management platform while enabling regional adaptability
• Serve as the strategic leader for global Customer Success Insights, Strategy, and Business Operations, guiding a high-performing team across analytics, operations, and program management
• Act as a key thought partner to the Customer Success executive team, driving initiatives that elevate customer value, retention, and expansion of e-signature and CLM adoption
• Own and evolve the CS operational strategy, including financial planning, target setting (GRR, churn, retention ACV), capacity modeling, and coverage design in partnership with Finance and Sales Strategy
• Lead development of scalable, data-driven operating models measuring impact of playbooks and engagement frameworks across onboarding, adoption, success management, and renewals
• Oversee end-to-end execution of strategic programs, including problem definition, stakeholder alignment, solution design, change management, and implementation
• Develop and govern performance measurement frameworks and executive reporting for CS metrics like churn, adoption, retention, and engagement KPIs
• Lead a team of analysts using SQL, Excel, and BI platforms to deliver advanced analytics, forecast trends, and uncover growth opportunities in DocuSign's customer base
• Champion operational excellence by streamlining processes, automating reporting, and improving data governance to support DocuSign's innovation culture
• Lead strategic segmentation, customer journey optimization, and best-cost location analyses to scale Customer Success across regions
• Steer complex, large-scale initiatives to successful and timely conclusions while driving a culture of innovation and continuous improvement

Required Qualifications

• 15+ years of experience in management consulting, strategy, business operations, or customer success leadership roles within high-growth SaaS or technology companies
• Proven experience building and leading high-performing, cross-functional teams across strategy, analytics, and program execution
• Strong analytical background with advanced proficiency in SQL and business intelligence platforms (e.g., Tableau, Looker, Power BI)
• Deep understanding of customer success metrics and performance levers (e.g., GRR, NRR, churn, adoption, health scoring)
• Expertise in structuring and leading complex, cross-functional projects from business case development through execution and change management
• Strong financial acumen with experience in annual planning, forecasting, and scenario modeling in partnership with Finance and GTM leaders
• Experience designing scalable customer engagement frameworks and operational models across onboarding, adoption, and renewals

Preferred Qualifications

• Proven track record leading strategic planning, customer success operations, or transformation initiatives at scale in a global, matrixed environment
• Excellent communication and storytelling skills to articulate strategic narratives and operational insights to technical and non-technical audiences
• Experience working with geographically distributed teams and driving global process alignment with sensitivity to regional nuances
• Passion for operational excellence, innovation, and continuous improvement in support of customer outcomes and business growth
• Familiarity with intelligent agreement management, e-signature, and CLM platforms in high-growth SaaS environments

Required Skills

• Advanced SQL proficiency for complex data analysis
• Expertise in BI tools (Tableau, Looker, Power BI)
• Customer success metrics expertise (GRR, NRR, churn, adoption, health scoring)
• Financial modeling and forecasting
• Strategic planning and transformation leadership
• Cross-functional project management
• Change management and stakeholder alignment
• Executive-level storytelling and communication
• Data-driven decision making
• Global team leadership and process alignment
• Operational excellence and process optimization
• Customer journey mapping and segmentation
• Capacity planning and coverage modeling
• Innovation mindset and continuous improvement
• Excel advanced analytics
• eSignature and CLM domain knowledge
• Analytical problem-solving

Benefits

• Competitive base salary with bonus eligibility based on company performance
• Restricted Stock Units (RSUs) as part of total compensation
• Paid Time Off including earned time off and company holidays
• Paid Parental Leave up to six months for birth, adoption, or foster care
• Comprehensive health benefits plans with 100% employer-paid options from day one
• Retirement plans with potential employer contributions
• Learning and Development programs including coaching, online courses, and education reimbursements
• Compassionate Care Leave for life-changing events

DocuSign is an Equal Opportunity Employer.