Customer Value Program Director, GCCS

Docusign • San Francisco, CA

24d • Remote

About The Position

As the Customer Value Program Director, GCCS, you will provide the connective tissue across GCCS's strategic portfolio, translating leadership priorities into coordinated execution across regions, people, processes, systems, and cross-functional partners. You will lead governance, integrated planning, communications, change management, adoption, and executive visibility for focused CVRP initiatives and other high-priority GCCS programs. You will anticipate dependencies, clarify ownership and decision paths, reduce duplication, and help the organization move from strategy to measurable field execution. This role will be in very close cooperation with the GCCS Operations leadership team. This position is an individual contributor role reporting to the GVP, Global Commercial Customer Success.

Requirements

• 12+ years of experience in program management or change management supporting Customer Success, Services, Education, Operations, or other customer-facing functions
• Experience leading complex, ambitious global and multicultural programs while driving alignment across multiple regions, functions, and diverse stakeholder groups
• Experience translating leadership priorities into integrated plans, governance, operating cadences, and accountable execution
• Experience supporting software process optimization, cross-functional deployments, operating-model changes, or complex implementations
• Experience managing scope, milestones, dependencies, risks, issues, governance, and executive communications while using data to guide decisions
• Experience influencing teams without direct authority, with a bachelor's degree or equivalent experience

Nice To Haves

• Experience supporting GCCS, Commercial/SMB Customer Success, Scaled Customer Management, or Success Hub operating models
• Experience managing strategic initiatives such as CVRP, adoption, retention, renewal, or IAM-conversion programs
• Experience developing change impact assessments, readiness plans, manager toolkits, communications cascades, training plans, and adoption strategies
• Experience defining ambitious program goals, MVPs or MVDs, success measures, executive reporting, and operating cadences across multiple initiatives to achieve challenging outcomes that elevate overall customer satisfaction and business growth
• Experience developing lifecycle, digital, self-service, or one-to-many programs that support customer activation, adoption, retention, or expansion
• Experience leading organizational change, process redesign, operating-model transformation, or multi-system execution
• Experience evaluating and adopting AI capabilities, automation, or modern operating tools, with strong technical aptitude and ability to solve multi-step operational challenges
• Experience with program-management and collaboration tools such as Jira, Smartsheet, Confluence, Tableau, or SQL; ability to synthesize complex information for senior leaders and operate effectively in ambiguity

Responsibilities

• Assist the GVP Global Commercial Customer Success to drive and execute a comprehensive program that ensures milestones, manages cross-functional dependencies and risks, and measures and impacts cross region and cross segment IAM adoption
• Translate GCCS leadership priorities into integrated plans, milestones, accountable owners, decision paths, and measurable outcomes across CVRP and other strategic initiatives
• Lead end-to-end delivery of global and regional programs, driving high-impact alignment across teams, processes, systems, and cross-functional partners from strategy through implementation, adoption, and continuous optimization to maximize customer satisfaction and company success
• Establish program governance, including charters, operating cadences, decision rights, RACI models, decision logs, stage gates, escalation paths, ELT updates, and clear forums for decision-making
• Track dependencies, risks, issues, decisions, resource needs, and program health; anticipate interdependencies and provide concise executive reporting on progress and required actions
• Develop and execute change-management strategies covering stakeholder impact, readiness, communications, manager enablement, training, resistance management, adoption, and reinforcement
• Coordinate GCCS, Customer Success Operations, GTM Strategy and Operations, Finance, Enablement, Sales, Renewals, Product, Marketing, Data/Analytics, HR, and regional teams to align priorities and maintain accountability
• Improve processes and workflows by identifying root causes, removing systemic barriers, reducing duplicated effort and competing processes, and supporting scalable multi-system execution
• Drive consistent launch readiness, field execution, post-launch retrospectives, feedback loops, and continuous improvement across strategic initiatives
• Drive and guide the strategy part of regional and global QBR preparations for all GCCS functions (CSAM, SCM, SH)

Benefits

• 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