Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

As a Customer Success Sr. Strategy & Operations Analyst, you will work on topics to support strategic planning, data-driven decision-making, and operational excellence. You will do this through a combination of analytical insight, strong business acumen, and robust cross-functional partnerships with leaders in Sales, Marketing, Finance, HR, etc., tracking performance against key planning assumptions, building predictive models for churn and retention ACV, and providing critical visibility into risks, opportunities, and drivers of customer success.

This position is an individual contributor reporting to Vice President, Customer Success Strategy and Operations.

Responsibility

• Lead hypothesis-driven, quantitative projects end-to-end, ensuring cross-team collaboration

• Develop quantitative models to predict business performance, support long-range planning, and identify opportunities for improvement

• Partner with Finance and other strategy amp; ops functions on annual financial planning, including setting CS performance targets (Churn, Retention ACV, GRR)

• Track performance vs. plan throughout the year, highlighting key variances and recommending corrective actions

• Design, build, and maintain forecasting models for predicting churn and retention ACV, leveraging customer data, historical trends, and leading indicators

• Support dashboard and executive report creation to monitor CS metrics, adoption, retention, engagement, and program outcomes

• Design reporting cadence, governance, and data strategy for Customer Success programs

• Coordinate quantitative strategies derived from communication with stakeholders.

• Collect, analyze, and interpret data related to customer success to identify trends and insights

• Communicate data-driven insights and recommendations to non-technical audiences.

• Use analytics and data intuition to deliver insights on actions that influence net retention rates

• Define systems, tools, and business requirements for varied Customer Success projects

• Identify business improvement opportunities through analytics and quantitative insights

• Develop and track KPIs at global and regional levels.

• Support core Customer Success operations processes, including annual planning and quarterly business reviews

• Use quantitative insights to recommend new initiatives and best practices for Customer Success operations

• Conduct research and analysis on revenue, customer trends, market dynamics, and competitive landscape to support decision-making

• Lead end-to-end operationalizing of go-to-market strategies, from conceptual design to tactical execution

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

Basic

• A Bachelor’s degree in Computer Science, Business Information Systems, Business Administration, Finance,
• Economics, Applied Mathematics or Statistics, Econometrics, or closely related field
• 5+ years of experience in data engineering, insights and reporting, or analytics with increasing responsibility
• Experience directly supporting a GTM organization
• Experience driving projects from start to finish
• Understanding of SQL, Excel, and data visualization tools such as Tableau, Looker, or Power BI
• Understanding of Customer Success metrics (GRR, NRR, BoR, Churn Rate, etc.) and SaaS business models

Preferred

• Strong analytical thinker with experience turning complex datasets into clear business insights
• Effective, clear, and concise communication skills, verbal and written
• Results-driven and self-motivated with the ability to multitask
• Experience with Customer Success and Renewal KPIs and Metrics
• Familiarity with forecasting methodologies (e.g., regression, time-series) and tools (e.g., R, Python, or similar) is a plus.
• Comfortable and flexible working in a fast-paced environment
• Knowledge of common machine learning and statistics frameworks and concepts
• Experience with large data sets, distributed computing and cloud computing platforms
  Experience directly supporting the Customer Success organization of a SaaS company
  Ability to break down technical concepts into simple terms to present to technical and non-technical audiences
  Proficiency in Salesforce, Gainsight
  Strong analytics and business acumen

This role is also eligible for the following:

• 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.

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

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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