ID 2024-25167

Location

US-CA-San Francisco

Category

Customer Success & Consulting

Position Type

Regular

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 the Customer Success Director of Strategy Planning & Analytics, you will bridge the technical and business worlds as you partner closely with cross-functional teams across Docusign to bring the Customer Success services and related content offerings to consumers, small medium business and enterprise. You will provide cross-functional leadership to chart strategic direction in sync with overall company roadmaps, while delivering flexible sales-focused capabilities that meet near to long term business needs. Your goal is that the business is well-positioned to move fast in adapting for scale and complexity.

The Director will partner with the senior leaders of the Customer Success organization, the broader sales organization and other cross-functional leaders. The role will entail business planning and insights, operating cadence (rhythm of the business), sales enablement and strategic projects to drive scalable growth and operational effectiveness. The role will be part of the Customer Success Global Operations team, with a particular focus on customer success capabilities and operational excellence.

This position is a people manager role reporting to the VP, Customer Success Strategy & Operations.

Responsibility

• Partner with senior management in strategic, operational and financial planning and ensure decisions in line with overall Docusign Customer Success approach and goals
• Ensure strong plans and KPIs in place at a global, regional and market/vertical level
• Operationalize the tops-down go-to-market and go-to-channel strategies for new markets, products or verticals, org restructuring and design
• Provide business analytics strength to help drive initiatives critical to ongoing growth
• Lead sophisticated research and analysis (e.g. revenue, customer, market and competitive trends and insights) for senior leadership to support decision-making
• Lead operational reviews and rhythm of the business to drive decision-making and review progress on regional goals and priorities (e.g. weekly/quarterly business reviews)
• Lead core sales operations processes for the team, including annual planning
• Drive key leadership meetings and facilitate alignment on key issues and opportunities
• Develop strong collaborative relationships with key partners across the company and represent the workplace team with Cross-Functional teams
• Identify, scope and drive critical projects and initiatives for the Customer Success team, partnering with cross-functional teams across the organization
• Lead and facilitate cross-functional teams to get work done, driving recommendations through to implementation
• Drive operational excellence through identification and execution of opportunity areas that create efficiency, remove obstacles, or create improved processes and approaches to the business
• Create and manage a reporting framework for opportunities, forecasts and churn analysis
• Manage regional alignment with regional POCs to ensure coordination and consistency globally
• Apply quantitative insights to recommend new initiatives and best practices for sales and sales leadership
• Partner with Customer Success Enablement team to build a strategy and implement sales training and tools as necessary to sales team to accelerate the sales cycle
• Manage a team skilled in data analysis supporting strategy, scorecards and compensation, providing mentorship, guidance, support and career development, while enabling analytics maturity for the 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 position's job designation depending on business needs and as permitted by local law.

Basic

• Bachelor’s degree in business, engineering or other relevant or quantitative fields
• 12+ years of experience in strategic planning, sales operations and/or business operations
• Demonstrable problem solving and analysis skills, experience solving complex and diverse business problems (commercial, operational, organizational), and ability to drive projects from strategy to execution
• Experience developing or overseeing advanced quantitative analysis and derive actionable insights
• Demonstrable experience working cross-functionally with leadership in developing and driving successful plans

Preferred

• Masters in Business Administration (MBA)
• Experience in the technology or internet space
• Experience in enterprise software/SaaS
• Excellent communication skills
• Superior Excel and PowerPoint skills
• International experience and/or multicultural skills
• Results and detail oriented, with effective commercial/discernment
• Effective leadership and influencing skills that can lead or influence partners at all levels of an organization

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: $171,500.00 - $277,025.00 base salary

This role is also eligible for bonus, equity and benefits.

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 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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