CS Strategy & Operations Sr Manager

Docusign • San Francisco, CA

4d • Hybrid

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• 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 metrics 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

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).
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed