Sr. CS Strategy & Operations Analyst

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 Sr. CS Strategy & Operations Analyst you will bridge the technical and business worlds to leverage data in driving better outcomes for the global Customer Success organization. You will support initiatives that require working with large and complex data sets applying statistical and analytical techniques to identify patterns forecast business performance and deliver clear actionable recommendations to senior leadership. You will also build and maintain predictive forecasting models for churn and retention using leading and lagging indicators at the global regional and segment doing so you will provide critical visibility into risks and opportunities and analyze the primary drivers behind variances in business performance. You will operate at the intersection of analytical insight strong business and technical acumen and data-driven this role you will support global operational cadences recurring analytics activities and ad-hoc CS Ops analyses while managing the reporting and governance of key business metrics such as churn renewal rates and net retention.

This position is an individual contributor role reporting to the Director of Customer Success Strategy Planning & Analytics.

Responsibility

• Develop quantitative models to predict business performance support long-range planning and forecasting and identify opportunities for improvement

• Track performance vs plan throughout the year highlighting key variances and recommending corrective actions

• Design build and maintain forecasting models for predicting churn and retention ACV leveraging customer data historical trends and leading indicators

• Partner with Finance and other strategy and ops functions on annual financial planning including setting CS performance targets (Churn Retention ACV GRR)

• Support core Customer Success operations processes including annual planning and quarterly business reviews

• Design reporting cadence governance and data strategy for Customer Success programs

• Define systems tools and business requirements for varied Customer Success projects

• Support dashboard and executive report creation to monitor CS metrics adoption retention engagement and program outcomes

• Develop and track KPIs at global and regional levels collaborate with Regional Operations teams

• Collect analyze and interpret data related to customer success to identify trends and insights

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

• A Bachelors degree in Computer Science Business Information Systems Business Administration Finance Economics Applied Mathematics or Statistics Econometrics or closely related field

• 5 years of experience in data engineering insights and reporting or analytics with increasing responsibility

• Experience directly supporting a GTM organization preferably CS or Sales Ops

• Experience with SQL Snowflake 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

• Experience with forecasting methodologies (e.g. regression time-series) and tools (e.g. R Python or similar)

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

• Comfortable with and knows how to navigate ambiguity independently. Able to ask the right questions to create an end-to-end plan and then own the execution from start to finish

• Strong analytical thinker with experience turning complex datasets into clear business insights

• Results-driven and self-motivated with the ability to multitask

• Effective clear and concise communication skills verbal and written

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

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 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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