Lead Application Product Manager - Customer Success

Docusign • San Francisco, CA

126d • Hybrid

About The Position

As a Lead Product Manager on the Applications Product Management team, you own high-impact internal application capabilities that power Docusign's go-to-market, customer success, and operations teams. You define the product vision, roadmap, and end-to-end experience for your portfolio, partnering closely with business stakeholders and engineering to deliver measurable outcomes for growth, efficiency, and customer experience.

Requirements

• 12+ years of experience in product management, including meaningful work on AI/ML products, B2B SaaS platforms, or CRM/CS ecosystems (e.g., Salesforce, Service Cloud, Zendesk, Gainsight)
• Experience with APIs, data pipelines/warehousing, and identity/entitlements; you can collaborate effectively with architects and engineers on system design even if you don't write production code
• Experience shipping AI- or ML-powered capabilities (for example, chatbots, intelligent routing, recommendations, or predictive insights) and using data to monitor and improve them over time
• Experience influencing without authority, aligning executives and cross-functional partners around a clear problem statement, crisp metrics, and a focused plan of record
• Experience producing clear product briefs, PRDs, and status updates that drive alignment and timely decisions
• Experience championing best practices for AI-powered and data-driven features in internal applications, ensuring reliability, safety, and trust when applying LLMs, agentic workflows, or advanced analytics

Nice To Haves

• Deep empathy for internal users such as CSMs, support agents, sales reps, operations analysts, and finance partners; you enjoy shadowing their workflows and eliminating friction from their day-to-day work
• Excellent written and verbal communication skills

Responsibilities

• Define a multi-year product and technology roadmap for your application domain, aligned to company growth goals (e.g., retention, NRR, CSAT, operational efficiency) and IAM strategy
• Act as a strategic partner to business stakeholders (e.g., Customer Success, Operations), translating their objectives (such as reducing time-to-resolution or improving digital self-service) into clear product requirements and system capabilities
• Drive structured "buy vs. build" decisions for internal tools and platforms, evaluating market solutions versus custom development and shaping vendor integration strategies where appropriate
• Map end-to-end user journeys to identify bottlenecks and "swivel-chair" workflows, and design experiences that simplify work for internal users while improving customer outcomes
• Lead the strategy for unified data and a 360-degree view of key entities (e.g., customers, accounts, products), ensuring data flows reliably across CRM, billing, product usage, and support systems
• Define and instrument success metrics for your products (e.g., internal NPS, adoption, time-to-value, deflection, agent utilization) and use these to prioritize and validate roadmap investments
• Own the full product lifecycle: problem discovery, requirements, prioritization, backlog management, sprint planning, and acceptance; roll up your sleeves to work through configuration and implementation details as needed
• Lead change management for new capabilities, partnering with enablement and operations to deliver training, communications, and adoption programs that land changes successfully with end users
• Operate as a "services product" leader for your area, protecting engineering from ad-hoc requests by maintaining a transparent, ROI-driven backlog and making tradeoffs explicit to stakeholders

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