We are seeking a strategic and systems-minded CS leader to lead the design and optimization of the tools, processes, and workflows that power our Customer Success organization. You will lead the design and execution of Docusign’s post-sales customer journey, aligning with Sales and Partner leadership on the end-to-end customer engagement process. Championing methodologies, you will work with the team on all dimensions of the customer’s experience across Professional Services, Learning & Onboarding, Support, Customer Success Account Management, and Renewals. By building and honing the skills, tools, and processes needed to deliver successful customer outcomes, you will create high customer value and satisfaction balanced with achieving critical outcomes and internal financial success. This role plays a critical part in ensuring the day-to-day technology of customer success and AI-assisted technologies are aligned with the evolving needs of our Customer Success teams. As a cross-functional leader and key member of the Customer Success team, you will partner with business and functional stakeholders to plan and drive high-impact, company-level initiatives that enhance efficiency, performance, and experience of the field. You will lead strategic projects that align technology and process investments with business priorities, ensuring that systems are well-integrated, scalable, and optimized to support operational excellence, improve customer satisfaction and retention, and empower our teams to deliver exceptional value at scale.
This position is a people manager role reporting to the Vice President, Customer Success Strategy & Operations.