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 Senior Director of Customer Support Strategy & Experience, you will be responsible for designing and helping to deliver on the long-term strategy and experience for the Customer Support organization. You’ll also serve as a key partner to the broader Customer Success Organization, as well as to Product, Engineering, Sales, and Marketing, ensuring the voice of the customer is consistently embedded into Docusign’s broader roadmap.

This position is a people manager role reporting to the Vice President, Customer Support.

Responsibility

• Develop and execute a customer support strategy aligned with company objectives

• Define the vision, mission, and long-term goals for the customer support organization that directly contribute to the company's overall growth, retention, and brand reputation

• Translate corporate objectives (e.g., market expansion, new product launches, cost optimization) into actionable support initiatives

• Establish clear KPIs and metrics to measure the effectiveness of the support strategy and regularly report on progress to executive leadership

• Conduct regular reviews and adjustments to the strategy based on performance data, market shifts, and evolving customer expectations

• Evolve the support model, channels, and offerings based on market trends and customer needs

• Research and identify emerging support channels (e.g., AI-powered chatbots, community forums, video support) and assess their potential value

• Analyze customer interaction data to understand preferences for different support channels and optimize resource allocation accordingly

• Evaluate and refine self-service options, ensuring they are intuitive and comprehensive

• Develop differentiated support offerings for various customer segments (e.g., premium support, enterprise-level support, freemium support)

• Stay abreast of competitor support strategies and best practices in the industry

• Partner cross-functionally to ensure alignment between customer touchpoints and brand promise

• Collaborate closely with Sales, Marketing to ensure consistent brand messaging across all customer interactions

• Collaborate with Sales to understand pre-sale customer needs and facilitate a smooth customer onboarding process

• Partner with Operations to streamline back-office processes that impact the customer journey

• Establish strong feedback loops with all customer-facing teams to share insights and identify areas for improvement

• Represent the customer's voice in cross-functional strategic planning sessions

• Lead programs to improve CSAT, NPS, and key Customer Experience metrics

• Develop and execute action plans based on customer feedback to drive continuous improvement in satisfaction and loyalty

• Segment customer feedback to identify specific pain points and opportunities for different customer groups

• Design and champion end-to-end customer journey mapping exercises to identify moments of truth and areas for delight or frustration

• Lead initiatives to proactively address known customer pain points before they escalate into support issues

• Collaborate with Product and Engineering to improve product supportability and reduce friction

• Establish and refine formal processes for sharing customer feedback and support insights with Product and Engineering teams

• Collaborate with P&E to simplify product interfaces, enhance error messaging, and develop comprehensive self-help documentation

• Analyze support contact reasons to identify recurring product issues and prioritize fixes or improvements with Product and Engineering (P&E)

• Advocate for shift-left strategies, enabling customers to resolve issues independently whenever possible

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

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

• Bachelor’s degree
• 15+ years of progressive experience in Customer Support, Customer Experience, or a related field
• 10+ years in a leadership or management capacity
• Experience developing and executing successful customer support strategies that align with business objectives and drive significant improvements in customer satisfaction
• Experience owning and delivering results with cross-functional customer support functions like Strategy, Operations, Delivery, Digital Support, etc.

Preferred

• Experience with RPA’s and/or Agentic platforms
• Experience with Salesforce platforms including CRM, Tableau, and Einstein
• Customer Success Delivery experience
• Experience managing global support teams in high-growth SaaS environments
• Deep understanding of support best practices, methodologies, and at least some experience in emerging technologies like AI/Agents
• Strong analytical skills with experience defining, tracking, and improving key customer experience metrics such as CSAT, NPS, and resolution times
• Exceptional cross-functional collaboration and communication skills, with a proven ability to partner effectively with Product, Engineering, Sales, and Marketing teams and Director/VP+ level and to embed the voice of the customer into broader company initiatives
• Strong analytical skills and ability to translate data into insights and action
• Passion for customer-centric operations and high-performing team cultures

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: $202,800.00 - $327,625.00 base salary

Illinois, Colorado, Massachusetts and Minnesota: $193,100.00 - $272,750.00 base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $193,100.00 - $286,500.00 base salary

Washington DC: $202,800.00 - $286,500.00 base salary

Ohio: $174,400.00 - $246,325.00 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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