Customer Success Management Operations Manager

CS Strategy & Operations ManagerThe CS Strategy & Operations Manager proactively plans and delivers critical business insights and articulates team performance. In doing so, they give a clear view of key organizational processes and policies to help organize and scale our operations for short, medium, and long term growth. The selected candidate will be accountable to North America and LATAM leadership teams, driving success in a fast paced regional model. They will also be responsible for evaluating the efficiency and costs of established processes, developing improvement strategies, and facilitating changes. They will also be able to communicate well across multiple levels of internal stakeholders to share information and insights into areas that can help build and improve Customer Success Management (CSM) performance and operational efficiencies. They will be a partner trusted advisor to the CS GTM team as well as the leaders throughout the customer success team. This position is an individual contributor role reporting to Senior Manager, CS Strategy & Operations.Responsibilities:Provide thought leadership regarding data and actionable insights to key stakeholders across the Customer Success Management organizationProvide visibility and monitoring of key metrics relevant to the region and promote focus areas based on identification of trends and performance differentiatorsPerform recurring and ad hoc analysis to identify trends, impacts & root causes across Customer Success, and articulate key findings to assist decision making and prioritizationCommunicate regularly on business/team performance, making recommendations based on analysis of key performance areasPresent insights on key customer success metrics to other stakeholders with a view to assisting them drive performance in their areas (eg upsell trends, marketing program impacts etc)Identify inefficiencies, support the implementation of solutions, and track progress around Customer Success team productivity, planning, processes, and toolsCreate and monitor indicators using multiple data sources to extend understanding of risk in the customer portfolio and assist in developing plans to mitigate the risksProduce weekly, monthly, and quarterly recurring reporting as well as fulfill ad hoc data requestsAct as the liaison between the global success operations team and the regional leadership team, ensuring global initiatives and programs are communicated, aligned, implemented and measured in region, and that bi-directional knowledge sharing drives global best practiceBuild executive presentations (e.g. Quarterly Business Reviews), crafting the messages in collaboration with Customer Success LeadersOwn and coordinate fiscal year planning (Business Planning, Headcount Allocation, Territory Carving, Quota Allocation and new segment entry) for the Customer Success teamHybrid: 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.Basic:Bachelor's degree8+ years experience in customer facing or sales team of a management consultancy/tech companyExperience leveraging AI tools and technologies to analyze data, optimize processes, or drive operational efficienciesExperience using and developing reports, metrics and dashboards with Salesforce and BI tools and Advanced ExcelWillingness and ability to travel as necessary, typically about 15%Preferred:Strong communication skills with the ability to engage stakeholders at all levels, and across multiple geographiesCompelling storytelling, with the ability to leverage data to drive action, including for non-analytical audiencesAttention to detail, excellent organizational skills, superior time management skillsResults driven independent thinker with proven problem-solving abilitiesVery strong executive presence and engagement skillsExperience working in high-growth, performance focused environmentExperience in customer success, support and consulting servicesExperience in B2B and B2B2C Software as a service (SaaS) companiesExperience with measuring adoption metrics across customer success orgsResourceful and able to collaborate across multiple functions/geographies to accomplish complex tasksProactive mindset and desire to continually evolve the way we use data to drive impactful insightsDemonstrable ability to see beyond the numbers to drive sound decision-makingExperience with Gainsight and Salesforce platformsWage 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: $132,700.00 - $206,800.00 base salaryIllinois: $126,500.00 - $173,900.00 base salaryWashington: $126,500.00 - $182,500.00 base salaryThis 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 regionPaid Parental Leave: take up to six months off with your child after birth, adoption or foster care placementFull Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employmentRetirement Plans: select retirement and pension programs with potential for employer contributionsLearning and Development: options for coaching, online courses and education reimbursementsCompassionate Care Leave: paid time off following the loss of a loved one and other life-changing eventsWork 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.Life at DocuSignDocusign 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 what's 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, you'll 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 View email address on click.appcast.io you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at View email address on click.appcast.io for assistance.Applicant and Candidate Privacy NoticeStates Not Eligible for EmploymentThis position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.EEO StatementIt's 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