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 Senior Customer Success Strategy & Operations Analyst supporting Strategy & Transformation, you will help design, build, and execute the initiatives that shape how Docusign’s Customer Success organization operates. You will do this through structured problem-solving, rigorous analysis, and strong cross-functional partnership with leaders across Sales, Product, Digital Technology Services, Finance, and Enterprise Transformation, turning ambiguous strategic questions into clear frameworks, business cases, and executable plans, and helping track their impact once launched.

This position is an individual contributor role reporting to the Sr. Director, CS Strategy & Operations.

Responsibility

• Support end-to-end execution of strategic initiatives and transformation workstreams, from problem framing and analysis through stakeholder alignment and implementation

• Build and maintain frameworks for account/segment prioritization, health scoring, and coverage modeling that inform where the CS organization focuses its efforts

• Develop business cases, playbooks, and operating models that support strategic investments and transformation initiatives

• Partner with cross-functional teams including Sales Strategy, Product, Digital Technology Services, Finance, and Enterprise Transformation to translate strategy into scalable, executable plans

• Structure ambiguous, complex business problems into clear, actionable analysis and recommendations

• Build executive-ready materials e.g. decks, one-pagers, briefing documents summarizing progress, risks, and recommendations for senior leadership

• Own program governance for assigned initiatives, including milestone tracking, dependency management, and reporting cadences

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

• Facilitate stakeholder alignment across CS leadership, Sales Strategy & Operations, and other GTM functions

• Conduct research and analysis on org design, operating model options, and industry best practices to inform transformation decisions

• Use SQL, G-Suite, and BI tools to support ad hoc quantitative analysis in service of strategic projects and pilot evaluations

• Track and synthesize outcomes of pilot programs and process changes to inform go/no-go and scale decisions

• Coordinate quantitative and qualitative inputs from stakeholders into cohesive project recommendations

• Identify business improvement opportunities through analysis of process, tooling, and organizational data

• Apply deepening functional expertise and upcoming technologies, including AI, to deliver both routine and non-routine work with increasing autonomy

• Select and optimize technical tools and potential AI solutions to improve productivity, streamline workflows, and solve complex problems

• Evaluate and adopt AI-enabled capabilities to boost efficiency while fostering a culture of continuous learning, peer support, and knowledge sharing within the team

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

• Bachelor’s degree in Business Administration, Industrial Engineering, Economics, Finance, Applied Mathematics or Statistics, or a closely related field

• 5+ years of experience in strategy, business operations, transformation, or management consulting, with increasing responsibility

• Experience directly supporting a GTM or Customer Success organization

• Experience driving cross-functional projects from start to finish, including experience with change management or process transformation

• Experience with SQL, Excel, and data visualization tools such as Tableau, Looker, or Power BI

• Experience with Customer Success metrics (GRR, NRR, BoR, Churn Rate, etc.) and SaaS business models

Preferred

• 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

• Customer service oriented and ability to partner with individuals at all levels

• Strong structured problem-solving skills, with the ability to break down ambiguous problems into clear frameworks

• Effective, clear, and concise communication skills, verbal and written, including experience building executive-ready materials

• Results-driven and self-motivated, with the ability to multitask across concurrent workstreams

• Comfortable and flexible working in a fast-paced environment

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: $X/hour - $X/hour or $X - $X base salary

Illinois, Colorado, Massachusetts and Minnesota: $X/hour - $X/hour or $X - $X base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary

Washington DC: $X/hour - $X/hour or $X - $X base salary

Ohio: $X/hour - $X/hour or $X - $X base salary 

Canada: CAD $X/hour - CAD $X/hour or CAD $X - CAD $X 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

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

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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