Principal Product Manager Customer Success

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).

As a Principal Applications Product Manager you own the customer experience application capabilities that dictate the post-sales lifecycle data foundations and retention platforms. You operate as the primary product lead for high-impact initiatives driving the Agentic AI Roadmap across Onboarding Customer Health Monitoring Digital Success (Tech Touch) Renewals and Expansion business processes. You will influence Net Revenue Retention (NRR) churn mitigation and operational efficiency across Customer Success Managers (CSMs) Support and Account Management teams. This role requires fast context building strong partnership with CS Operations and Engineering and hands-on ownership from problem definition through delivery.

This position is an individual contributor role reporting to the Sr. Director Customer Success Applications.

Responsibility

• Develop a multi-year technology roadmap for Customer Success (CS) and Support encompassing CRM Helpdesk Customer Health and Knowledge Base systems that aligns with company growth goals (e.g. retention NRR CSAT) and prioritize implementing high-impact use cases leveraging Generative AI (GenAI) and agent-based solutions

• Act as the strategic partner to Customer Success and Support organizations

• Translate their business goals (e.g. reduce time-to-resolution by 20%) into technical product requirements and system capabilities

• Evaluate the market for 3rd party tools (e.g. Gainsight Totango Intercom) versus building proprietary features. Manage vendor relationships and integration strategies

• Map end-to-end customer journeys (from onboarding to renewal) to identify process bottlenecks

• Design system improvements that minimize swivel-chair operations for agents

• Lead the strategy for a 360-degree Customer View

• Ensure data flows seamlessly between Sales (CRM) Product (Usage Data) and Support (Tickets) so CSMs have a single source of truth

• Define success metrics for the platform itself (e.g. Internal NPS Agent Utilization Rate Ticket Deflection Ratio) and drive adoption of new features among internal teams

• Manage the product lifecycle including sprint planning backlog grooming and prioritizing work based on maximizing ROI and business impac which includes the ability to configure systems to align with evolving business requirements

• Oversee the rollout of new tools and processes

• Ensure that technology changes are accompanied by adequate training and enablement for the CS/Support teams

• Shield engineering from ad-hoc operational tweaks by rigorously prioritizing the backlog based on ROI (e.g. Feature X saves 5 hours per project)

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

• 15 years in Product Management with at least 5 years managing internal tools B2B SaaS platforms or CRM/CS systems (Salesforce Service Cloud Zendesk Gainsight etc.)

• Experience with API integrations data warehousing (Snowflake/BigQuery) and identity management with the ability to architect data flows

• Experience implementing or experimenting with ML/AI features (e.g. chatbots sentiment analysis predictive modeling)

Preferred

• Passion for sitting with support agents and CSMs to understand their daily frustrations and are passionate about making their work lives easier

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: $202800.00 - $327625.00 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 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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