Sr. Strategy & Operations Analyst

Location: Sao Paulo, Brazil

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 the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data trapped inside of documents. 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). As a Sr. Strategy & Operations Analyst in Customer Success, you will support strategic planning, data-driven decision-making, and operational excellence through analytical insight, strong business acumen, and cross-functional partnerships with leaders in Sales, Marketing, Finance, HR, and beyond. This individual contributor role, reporting to the Manager, CS Strategy & Operations, involves tracking performance against key planning assumptions, building predictive models for churn and retention ACV, and providing critical visibility into risks, opportunities, and drivers of customer success in our innovative e-signature and CLM ecosystem. You will lead hypothesis-driven quantitative projects, develop forecasting models leveraging customer data and trends, partner on annual planning to set CS targets like GRR and NRR, and design dashboards for monitoring adoption, retention, and engagement. In Docusign’s fast-paced, innovation-driven culture, you’ll communicate insights to diverse audiences, recommend initiatives to boost net retention, and operationalize GTM strategies from concept to execution, ensuring our customers maximize value from intelligent agreement management. This hybrid role requires a minimum of 2 days per week in-office, with flexibility varying by team. Join Docusign’s commitment to trust, equality, and making the world more agreeable—where your analytical expertise will drive customer success and business growth in a collaborative, inclusive environment.

Key Responsibilities

• Lead hypothesis-driven, quantitative projects end-to-end, ensuring cross-team collaboration across Sales, Marketing, Finance, and HR
• Develop quantitative models to predict business performance, support long-range planning, and identify opportunities for improvement in customer success
• Partner with Finance and Strategy & Ops on annual financial planning, including setting CS performance targets (Churn, Retention ACV, GRR)
• Track performance vs. plan throughout the year, highlighting key variances and recommending corrective actions
• Design, build, and maintain forecasting models for predicting churn and retention ACV using customer data, historical trends, and leading indicators
• Support dashboard and executive report creation to monitor CS metrics, adoption, retention, engagement, and program outcomes
• Design reporting cadence, governance, and data strategy for Customer Success programs tied to intelligent agreement management
• Communicate data-driven insights and recommendations to non-technical audiences to drive e-signature and CLM adoption
• Develop and track KPIs at global and regional levels, supporting annual planning and quarterly business reviews
• Conduct research and analysis on revenue, customer trends, market dynamics, and competitive landscape to inform decision-making
• Use quantitative insights to recommend new initiatives and best practices for Customer Success operations

Required Qualifications

• Bachelor’s degree in Computer Science, Business Information Systems, Business Administration, Finance, Economics, Applied Mathematics or Statistics, Econometrics, or closely related field
• 5+ years of experience in data engineering, insights and reporting, or analytics with increasing responsibility
• Experience directly supporting a GTM organization
• Understanding of SQL, Excel, and data visualization tools such as Tableau, Looker, or Power BI
• Solid understanding of Customer Success metrics (GRR, NRR, BoR, Churn Rate, etc.) and SaaS business models
• Strong analytical thinker with experience turning complex datasets into clear business insights
• Effective, clear, and concise communication skills, verbal and written

Preferred Qualifications

• Experience driving projects from start to finish
• Experience directly supporting the Customer Success organization of a SaaS company
• Familiarity with forecasting methodologies (e.g., regression, time-series) and tools (e.g., R, Python, or similar)
• Proficiency in Salesforce, Gainsight
• Knowledge of common machine learning and statistics frameworks and concepts
• Experience with large data sets, distributed computing and cloud computing platforms

Required Skills

• SQL and advanced Excel proficiency
• Data visualization with Tableau, Looker, or Power BI
• Forecasting methodologies (regression, time-series)
• Programming in R, Python, or similar
• Salesforce and Gainsight expertise
• Customer Success metrics (GRR, NRR, BoR, Churn)
• SaaS business models and renewal KPIs
• Machine learning and statistics frameworks
• Handling large datasets and cloud platforms
• Hypothesis-driven analysis
• Cross-functional stakeholder collaboration
• Clear verbal and written communication
• Translating technical concepts for non-technical audiences
• Analytical problem-solving
• Project management from end-to-end
• Business acumen in GTM strategies

Benefits

• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with company match
• Unlimited PTO and flexible time off policies
• Professional development stipend and learning opportunities
• Stock purchase program and employee stock options
• Parental leave and family-friendly benefits
• Wellness programs including gym memberships and mental health support
• Hybrid work model with collaborative office spaces
• Volunteer time off and community impact initiatives

DocuSign is an Equal Opportunity Employer.