Senior Program Manager

Docusign • San Francisco, CA

33d • Hybrid

About The Position

As Senior Program Manager, you will drive the execution of initiatives to enhance the IAM customer experience, adoption, and retention. You will collaborate across Customer Success, Product, Operations, and GDA to lead a cross-functional program team focused on the following key areas: Work in partnership with the Customer Value Program Director to orchestrate cross-functional teams to develop strategies, playbooks, and programs to drive customer activation, product adoption, and retention. Establish a regular rhythm of inspection to analyze retention, churn, and growth causality to facilitate data-driven program improvements. Assemble and deliver executive reporting and meeting cadences to ensure seamless cross-functional alignment and accountability. Support the operation and modification of the IAM adoption program across different segments and geographies.
This position is an individual contributor role reporting to the Group Vice President of Global Enterprise Customer Success.

Requirements

• BS/BA degree or equivalent work experience
• 12+ years of experience in program management or change management supporting Customer Success, Education, Services programs, or other customer facing groups
• Experience leading cross-functional projects and driving disciplined execution
• Experience using data analytics to drive decision-making across multiple stakeholder groups
• 5+ years experience with supporting software customer process optimization and change management with a focus on supporting cross functional software deployments and/or complex customer implementations
• Experience driving decision making process across multiple senior stakeholders
• Experience identifying and derisking key dependencies and unlocking execution efficiencies within cross-functional programs
• Experience simultaneously steering multiple independent initiatives, keeping contributors accountable and on schedule, and streamlining work tracking with consistent processes

Nice To Haves

• Experience evaluating and adopting AI capabilities or automation tools to improve team efficiency
• Ability to independently solve multi-step operational challenges across multiple systems
• Experience with Jira for program backlogs and sprint execution planning
• Deep technical aptitude and ability to understand software products to connect capabilities to customer needs
• Exceptional organizational skills for identifying dependencies and unlocking execution efficiencies
• Communication experience with a record of public speaking and writing on technical topics
• Strong communication skills to convey overall program objectives, success strategies, and insights for key stakeholders including but not limited to ability to support executive level presentations

Responsibilities

• Lead end-to-end cross-functional projects and programs that optimize customer activation, product adoption, and long-term retention
• Work in close concert with the GVP of Global Enterprise Customer Success and GVP of Global Commercial Customer Success and the Customer Value Program Director, 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
• Architect process and workflow improvements across Customer Success teams to uncover root causes, eliminate systemic barriers, and enhance effectiveness
• Establish project goals and minimum viable products/deliverables (MVPs/MVDs) while ensuring shared understanding of purpose across cross-functional teams
• Operate as a core contributor or Directly Responsible Individual (DRI) on multi-system initiatives, balancing creativity with feasibility to deliver scalable solutions
• Collaborate with Analytics and Product Operations to analyze adoption, churn, and usage metrics, facilitating data-driven program iterations
• Coordinate the rollout of standardized global playbooks and adoption plays for field Customer Success teams, embedding customer feedback into team rituals
• Establish regular reporting cadences and deliver transparent program status updates to ensure alignment among internal stakeholders and executive leadership
• Adopt modern operational tools, including AI-enabled efficiencies, to improve organizational workflows and embed continuous learning

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).
• 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: Associate degree