Enterprise Customer Success Program Director

Docusign • San Francisco, CA

18d • Hybrid

About The Position

The Enterprise Customer Success Program Director is a high-impact operational expert and strategic partner to the GVP of Enterprise Customer Success, driving mission, organization, and craft evolution across global Customer Success functions. This individual contributor role bridges executive vision and collaborative execution, advancing complex transformations and cross-functional initiatives into coordinated action. The role unifies strategic narratives and workflows across Onboarding, Customer Success, Professional Services, Partner Solutions Architects, Customer Education, and Technical Account Management across AMER, APJ, LATAM, and EMEA. Through partnership and influence, the Director supports leadership momentum, a cohesive culture, and faster time-to-value for enterprise customers.

The position is hybrid, requiring access to an office and a weekly in-office expectation of at least two days per week; frequency may vary by team. The role reports to the GVP, Enterprise Global Customer Success. Applicants must already be authorized to work in the United States on a full-time, permanent basis without current or future visa sponsorship.

Requirements

• BS/BA degree or equivalent work experience.
• 12+ years of experience in Strategic Programs, Business Operations, Change Management, or Management Consulting within a global SaaS environment.
• Experience leading enterprise-wide cross-functional initiatives and organizational change management.
• Experience with project management and collaboration platforms, including Jira, Confluence, and asynchronous communication tools.
• Experience influencing senior leaders and driving alignment in a matrixed global organization without direct authority.

Nice To Haves

• Mastery of executive communication, including synthesizing complex data into executive-ready narratives and presentations.
• Track record of using AI-driven workflows to automate routine coordination and improve operational efficiency.
• Deep understanding of global Customer Success, Professional Services, and Technical Account Management functions.
• Exceptional organizational and strategic planning skills, attention to detail, and proactive problem-solving capabilities.
• Ability to operate with agility and executive presence in fast-paced, ambiguous, high-growth environments.

Responsibilities

• Lead orchestration of enterprise-wide strategy changes across global Customer Success functions in partnership with CS Leadership and CS Strategy & Operations, supporting unified execution and sustainable transformation.
• Collaborate across Sales, Product, Marketing, Human Resources, and Finance to identify dependencies, resolve roadblocks, and align stakeholders with Customer Success business objectives.
• Accelerate the Enterprise Customer Success operating cadence, including annual planning, OKRs, and business reviews, to support leadership decision-making.
• Synchronize workflows across global Onboarding, Customer Success, Professional Services, Partner Solutions Architects, Customer Education, and Technical Account Management teams to reduce silos and accelerate customer time-to-value.
• Build and facilitate leadership alignment sessions across AMER, APJ, LATAM, and EMEA to foster trust, accountability, and a unified executive culture.
• Develop communication strategies and executive-ready narratives that synthesize operational data, support high-stakes decisions, and align global messaging.
• Establish standardized operational tooling, communication frameworks, and AI-driven workflows using Jira, Confluence, and Loom to improve project transparency and automate routine coordination.

Benefits

• Eligible for a company bonus plan; bonus amount is calculated as a percentage of eligible wages and depends on company performance for non-sales roles.
• Eligible to receive Restricted Stock Units (RSUs).
• Paid time off and paid company holidays based on region.
• Paid parental leave of up to six months following birth, adoption, or foster care placement.
• Health plan options, including plans with 100% employer-paid premiums and plans with minimum employee contributions, available from the first day of employment.
• Retirement and pension programs with potential employer contributions.
• Learning and development options, including coaching, online courses, and education reimbursements.
• Compassionate care leave following the loss of a loved one and other life-changing events.

What This Job Offers

• Job Type: Full-time
• Career Level: Director