CS Strategy & Operations Sr Manager

CS Strategy & Operations Sr Manager

Business/Sales Operations & Strategy

San Francisco, California; Chicago, Illinois; Seattle, Washington

09/03/2026

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).

What you'll do

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 SuccessMs, 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 metriCustomer Success and signals, enabling leaders to inspect execution and outcomes

Support change management for process and tooling changes by partnering with Enablement and Communications on training plans, field messaging, and adoption tracking

Act as a trusted advisor to Customer Success leaders and ICustomer Success on how processes, SOPs, and tools should work together to support customer outcomes and team effectiveness

Job Designation

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 position's job designation depending on business needs and as permitted by local law.

What you bring

Basic

12+ years of experience in Customer Success Operations, Business Process Design, Customer Success Programs, or related roles

Experience designing and documenting end-to-end customer-facing processes, SOPs, and role workflows, ideally within Customer Success or post-sales organizations

Experience with Customer Success lifecycle, renewal processes, success planning, and how Account/Customer Success plans (Customer SuccessP/AP) support customer and business outcomes

Experience working with CRM and Customer Success platforms such as Salesforce, Gainsight, and Certinia; comfortable defining business requirements for system changes

Experience creating clear process maps, RACIs, and SOPs that are practical for the field and scalable across segments and regions

Experience partnering with content and enablement teams to operationalize playbooks in tools and processes, including intake workflows and governance

Experience with executive and stakeholder management and collaboration, with a track record of working across Customer Success, Sales, Services, and technology teams

Experience connecting teamwork and deliverables to broader business outcomes, identifying opportunities to increase value or reduce risk, especially by leveraging new efficiencies enabled by technology like Al where possible

Experience independently evaluating, adopting, and scaling tools and practices (including Al) to improve organizational efficiency and embed continuous learning, mentorship, and knowledge-sharing

Preferred

Strong written and verbal communication skills, including the ability to explain complex processes in simple, field-friendly language

High ownership mindset, attention to detail, and comfort operating in dynamic environments with multiple concurrent initiatives

Experience managing global business management systems for Customer Success

Extensive experience driving annual planning, leading projects from start to finish to deliver large-scale, complex business and technical initiatives successfully and on time in high-growth, performance-focused environments

Background in customer success, renewal management, support, and consulting services

Proven expertise in B2B and B2B2C SaaS companies

Ability to model business processes using various tools and techniques

Proactive approach to collaboration across multiple functions and geographies to achieve complex objectives

Demonstrated ability to lead large cross-functional teams, mentor, coach, and effectively transfer expertise to others

Strong influencing skills and ability to build lasting relationships at multiple organizational levels

Knowledge of Salesforce, Tableau, Gong, and Gainsight software

Strong organizational, prioritization, and project management skills

A natural bias for action, intrinsic ability to handle ambiguity, and perseverance to drive initiatives to completion

Exceptional ability to derive insights from data, guiding sound decision-making beyond numbers

Wage Transparency

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: $164,700.00 - $266,000.00 base salary

Illinois, Colorado, Massachusetts and Minnesota: $158,300.00 - $223,625.00 base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $158,300.00 - $232,575.00/ base salary

• 12+ years in Customer Success Operations, Business Process Design, or related roles with experience in end-to-end customer-facing processes and SOPs.
• Proficiency with CRM and Customer Success platforms like Salesforce, Gainsight, Certinia, and defining business requirements for system changes.
• Strong stakeholder management, collaboration skills, and ability to connect processes to business outcomes, including leveraging technology and AI for efficiency.