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. The role drives mission, organizational, and craft evolution across global Customer Success functions, connecting executive vision with coordinated execution of complex transformations and cross-functional initiatives. It unifies strategic narratives and workflows across Onboarding, Customer Success, Professional Services, Partner Solutions Architects, Customer Education, and Technical Account Management in AMER, APJ, LATAM, and EMEA. Through partnership and influence, the position supports leadership alignment, a cohesive culture, and faster time-to-value for enterprise customers. This is an individual-contributor role reporting to the GVP, Enterprise Global Customer Success. The role is hybrid, with a weekly in-office expectation of at least two days per week; frequency may vary by team. The position is not eligible for employment in Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia, or Wyoming. Applicants must be authorized to work in the United States on a full-time, permanent basis without current or future 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, with a proven ability to synthesize complex data into executive-ready narratives and presentations.
• Track record of leveraging AI-driven workflows to automate routine coordination and optimize 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.
• Comfort operating with agility and executive presence in fast-paced, ambiguous, and high-growth environments.

Responsibilities

• Lead the orchestration of enterprise-wide strategy changes across global Customer Success functions with CS Leadership and CS Strategy & Operations, ensuring unified execution and sustainable transformation.
• Work with Sales, Product, Marketing, Human Resources, and Finance to identify cross-functional dependencies, remove roadblocks, and align stakeholders with Customer Success business objectives.
• Accelerate the Enterprise Customer Success operating cadence, including annual planning, OKRs, and business reviews, supporting 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, collective accountability, and a unified executive culture.
• Develop communication strategies and executive-ready narratives that synthesize complex 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

• Company bonus plan for non-sales roles, calculated as a percentage of eligible wages and dependent on company performance.
• Restricted Stock Units (RSUs).
• Paid time off and paid company holidays based on region.
• Up to six months of paid parental leave after birth, adoption, or foster care placement.
• Health benefit plans, including options that are 100% employer-paid and plans with minimum employee contributions, from day one of employment.
• Retirement and pension programs, with potential employer contributions.
• Learning and development options, including coaching, online courses, and education reimbursements.
• Paid 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