Sr. Enablement Program Manager, Customer Success

Sr. Enablement Program Manager for Customer Success

As a Sr. Enablement Program Manager for Customer Success, you will lead the strategic design and global execution of foundational and continuous learning programs for our adoption and retention roles. You will drive business-critical competency across high-velocity and high-value renewal motions, collaborating closely with cross-functional go-to-market leaders to align enablement strategies with global performance goals. Your work directly accelerates customer success productivity and enhances retention outcomes across multiple market segments globally.

This position is an individual contributor role reporting to the Sr. Manager, GTM Enablement - Global Programs.

Responsibilities include:

• Leading the global enablement strategy for Customer Success roles (CSAM, CSM, RM), aligning regional and global programs to overall business priorities and performance goals
• Driving alignment, prioritization, and execution across GTM Business Partners, enablement specialists, and Customer Success leadership
• Partnering with regional GTM Business Partners to build adoption-focused and retention-focused content, including playbooks, methodology training, and skills development
• Collaborating with GTM Enablement leadership to design, communicate, and deliver periodic skills assessments to identify and address knowledge and capability gaps
• Building trust and credibility with key stakeholders across Enablement, Customer Success Leadership, Operations, and Marketing to ensure program success
• Serving as subject matter expert on CS high-velocity and high-value adoption and renewal motions
• Architecting and maintaining a comprehensive 30-60-90 day customer success role-specific onboarding experience with clear expectations, milestones, and success metrics
• Proactively analyzing new hire performance to prioritize onboarding program changes
• Monitoring and reporting onboarding metrics to success leadership to ensure compliance with performance thresholds
• Defining, tracking, and evaluating key behavioral and performance metrics to measure the long-term impact of enablement programs
• Anticipating industry disruptions driven by AI, leveraging AI trends to enhance functional enablement strategy and long-term operational excellence

Job designation is 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. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

Basic requirements include:

• Bachelor's degree
• 12+ years of experience in customer success enablement or revenue enablement
• Experience with development of live and asynchronous learning experiences driving adoption and renewal selling skills
• Experience with management of timelines and stakeholders across business groups
• Experience with prioritization and impact analysis of behavior change metrics
• Experience with Salesforce, Google Workspace, and learning management tools

Preferred requirements include:

• Experience with Command of the Message sales methodology and/or MEDDPICC deal qualification frameworks
• Expertise in customer lifecycle motions including consumption, adoption, and renewals
• Background in high-growth software-as-a-service (SaaS) environments
• Competency with Articulate Rise 360, Seismic, and Camtasia platforms

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: $146,400.00 - $235,375.00 base salary

Illinois, Colorado, Massachusetts and Minnesota: $140,100.00 - $197,925.00 base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $140,100.00 - $206,775.00 base salary

This 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 region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Work 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 DocuSign

Docusign 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.

If 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 Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

EEO Statement

It'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 mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.