CS Strategy & Operations Program Manager

Docusign • San Francisco, CA

3h • Hybrid

About The Position

As a CS Strategy & Operations Program Manager, you will be responsible for designing, owning, and driving the company's most complex and mission-critical transformation programs for Customer Success. This role extends beyond managing project timelines to leading the successful execution of key initiatives, ensuring that all initiatives are strategically aligned, integrated, and deliver significant, measurable business value. The successful candidate will act as a trusted advisor to leadership and across key stakeholders, proactively identifying opportunities, proactively mitigating risks, and providing clear, decisive direction across multiple, interdependent workstreams.
This position is an individual contributor role reporting to the Senior Director, Customer Success Strategy & Analytics.

Requirements

• 8+ years of combined strategy/operations and program management/enterprise transformation experience, with a proven track record of owning and delivering multiple, large-scale programs.
• 5+ years of experience specifically with Customer Success, Sales, or broader GTM Space within a SaaS or subscription-based business.
• Demonstrated ability to influence and build consensus with working teams, senior leadership and C-level executives.
• Strong problem solver and sense of urgency
• Extensive experience driving digital transformation with a focus on cross-functional, interdependent programs.
• Exceptional skills in simplifying highly complex issues and developing strategic frameworks to facilitate broad organizational understanding and action.
• BS/BA degree or equivalent relevant experience
• Excellent executive communication skills and interpersonal aptitude

Nice To Haves

• Experience in Management Consulting, Customer Success, Sales or broader GTM Operations in a SaaS context
• Adept at building close working relationships and establishing personal credibility across an organization, maintaining a high level of professionalism and self-motivation
• Expertise in Agile methodologies and productivity tools (e.g., SmartSheet, Jira, Confluence), with a focus on applying these tools at a program, not just project, level.
• Fluency with AI tools for program management workflows (e.g., synthesizing status updates, drafting executive communications, risk/dependency analysis); Comfort using AI to increase program velocity and personal leverage.

Responsibilities

• Own and help define the overarching CS Strategy & Operations program roadmap and vision for major Customer Success Operations initiatives, with a bias to agentification and automation
• Collaborate with senior leaders to proactively plan program objectives, scope, and deliverables, and manage expectations on an ongoing basis to ensure outcomes that materially improve customer experience and business performance.
• Design and facilitate strategic brainstorming and working sessions with SMEs, cross-functional stakeholders, and CS leaders to surface, shape, and pressure-test new initiatives before they enter the program roadmap.
• Enable all activities from strategic inception through to successful delivery and adoption, directing cross-functional program activities, and driving a shared understanding and accountability across multiple workstreams and with stakeholders at all levels, including the C-suite as needed.
• Lead the development and presentation of executive-level communications, including Steering Committee updates, to ensure a shared understanding of program status, strategic value, and business impact.
• Create and manage program-level artifacts, including long-range strategic plans, cross-program dependency maps, and holistic risk and issues logs that inform and guide executive decision-making.
• Define and track program-level success metrics tied to business outcomes (e.g., adoption, GRR, efficiency gains)
• Model and champion AI-augmented program management practices: using AI tools to synthesize cross-functional updates, surface risks earlier, accelerate reporting/Steering Committee prep, and scale program oversight across a growing initiative portfolio.
• Lead and evolve our CS Strategy & Operations program management methodology and best practices, sharing lessons learned and driving a culture of continuous improvement across the organization.

Benefits

• 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).
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree