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 the Lead CS Strategy & Operations Anaylst - Strategic Projects you will be a key driver of strategic initiatives across Docusign’s global customer success organization. This high-impact role will focus on solving complex business problems, designing and implementing transformative initiatives, and helping shape the operating model for post-sales success.

This role is ideal for former management consultants from top-tier strategy consulting firms with strong analytical foundations, high executive presence and influencing skills, and program management expertise looking to transition into a SaaS environment and drive measurable impact on customer outcomes and company performance.

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

Responsibility

• Serve as a strategic thought partner to Customer Success leadership, helping prioritize and execute high-impact initiatives that drive operational scale, efficiency, and customer value

• Lead end-to-end project execution across strategic priorities, such as problem framing, analysis, stakeholder alignment, change management, and implementation

• Structure complex business problems and deliver data-driven recommendations that influence decision-making across post-sales functions

• Build business cases, operating models, and playbooks that guide strategic investments and transformation initiatives

• Partner with cross-functional teams including Sales Strategy, Product, Support, IT, Finance, and Enterprise Transformation to deliver scalable solutions across customer onboarding, success management, and renewals

• Conduct advanced analyses using tools like SQL, Excel, and BI platforms (e.g., Tableau, Looker) to surface insights that shape operational decisions

• Lead strategic workstreams such as customer segmentation, journey optimization, headcount and coverage modeling, best-cost location strategies, and success metric frameworks

• Develop and maintain program governance for critical initiatives, including OKRs, reporting cadences, and executive updates

• Support annual planning efforts for the Customer Success organization, including goal setting, capacity modeling, and performance tracking

• Collaborate with CS leadership to define and refine KPIs, ensuring alignment with strategic goals and operational plans

• Participate in strategy development for the function

• Lead short- and long-range projects and other initiatives

• Guide other team members within function on how to approach and complete objectives by bringing stakeholders together to objectively evaluate all viable options in order to reach shared decisions

• Be highly skilled at stakeholder engagement, influence and management

• Know how to look beyond the obvious stakeholder group and identify and align other stakeholders who influence or may influence the direction and outcomes of assigned work

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

• 12+ years of total experience
• Bachelor's degree

Preferred

• Demonstrated ability to lead complex strategic projects or transformations across multiple stakeholders
• Strong analytical skill set with hands-on experience in SQL, Excel, and visualization tools (e.g., Tableau, Looker, Power BI)
• 2+ years in a top-tier management consulting firm (e.g., Bain, BCG, McKinsey) and/or in a Strategy/Operations role at a tech or SaaS company
• Deep understanding of Customer Success operating models and performance metrics (GRR, NRR, adoption, retention, CSAT, etc.)
• Experience in program and change management, including cross-functional coordination and communications
• Ability to structure ambiguous problems, break them down into actionable insights, and communicate findings to executive audiences
• Proven record of building trust and influencing across functions and levels, from analysts to VPs
• High attention to detail, strong business acumen, and a bias for action
• MBA or similar advanced degree

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $157,500.00 - $254,350.00 base salary

Illinois: $151,200.00 - $213,600.00 salary

Washington: $151,200.00 - $222,450.00 base salary

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.
• 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

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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