Customer Success Operations Manager

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 peoples 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 Docusigns 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).

In this role you will partner with the Global Customer Success (consisting of Renewal Management and Customer Success Management) leadership team to deliver scalable enhancements to strategic business processes and analyses. You will work closely with leadership as a thought partner to support sales strategy and medium and long term goals for the business. You will then lead the execution of many of these initiatives supporting them with ad hoc reporting and analysis along the way. You will also help drive operational rigor including quota setting fiscal year launch initiatives and developing the KPI cadence throughout the year.

This position is an individual contributor role reporting to Director CS Operations EMEA.

Responsibility

• Develop a strong understanding of the DocuSign sales customer success and renewals business with a focus in the EMEA Region.

• Drive key run the business functions such as quarterly quotas rep onboarding and territory carving and regular cadence of KPI reporting

• Execute projects to improve our go-to-market operations such as quarterly quota enhancements and territory and book optimization for the customer success team

• Identify and provide recommendations on opportunities for business improvement through analytics quantitative insights and good business sense

• Lead discussions involving cross-functional partners (CS Ops Sales Ops Territory Ops Sales and FPamp;A) to drive alignment on key areas of focus for renewals management

• Identify opportunities to improve the business velocity efficiency and streamlined approach across globe

• Work closely with your counterparts in other regions to ensure best practice sharing and alignment

• Support annual planning process and workstreams

• Assist with ad hoc requests and projects from the customer success organization

• Be an operational point of contact to help move the business forward on projects and deadlines with attention to detail and organization in order to manage dependencies and mitigate risks

• Work closely with your leadership in the operations function to ensure team alignment and collaboration as well as continuity to the customer success organization

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 positions job designation depending on business needs and as permitted by local law.

Basic

• 8 years experience working in a manager role ideally in a customer facing or sales team of a management consultancy or tech company
• Experience using and developing reports metrics and dashboards with and BI tools and Advanced Excel
• Fluency in English

Preferred

• Very strong executive presence and engagement skills
• Experience working in high-growth performance focused environment
• Experience in customer success support and consulting services
• Experience in B2B and B2B2C Software as a service (SaaS) companies
• Resourceful and able to collaborate across multiple functions and geographies to accomplish complex tasks
• Proactive approach and desire to continually evolve the way we use data to drive impactful insights
• Demonstrable ability to see beyond the numbers to drive sound decision-making
• Strong communication skills with the ability to engage customers at all levels and across multiple geographies
• Compelling storytelling with the ability to leverage data to drive action including for non-analytical audiences
• Attention to detail excellent organizational skills superior time management skills
• Results driven independent thinker with proven problem-solving abilities
• Educated to degree level or equivalent

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

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 whats 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 youll 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 .

If you experience any issues concerns or technical difficulties during the application process please get in touch with our Talent organization at 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.

Its 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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