Job details

Customer Success Transformation Lead

Company Overview

DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world’s #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people’s lives.

What you'll do

The Customer Success (CS) Transformation and Insights Lead is a key role in the Customer Strategy & Operations organization focused on driving insights, actionable data plans and driving customer growth. This role will partner with a number of senior leaders and executives across cross-functional teams at Docusign, including Operations, Customer Success, DTS, and more.

This role will be responsible for leading successful engagements in a fast-paced, rapidly growing environment. Championing data methodologies, intelligence outputs and transformative insights, you will work with the team on all dimensions of the customer’s experience. By building and honing the skills, tools, actions, decisions 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.

As an experienced leader you will take proactive ownership of sophisticated planning, resolve programmatic challenges, ensure global alignment and provide strategic recommendations to ensure business objectives are consistently met. You will also ensure initiatives align to our strategy and provide progress visibility against those initiatives ongoing.

You will need to partner strongly across global and regional teams, understand all of DocuSign’s products and how Services should be applied to deployments, have high acumen for learning new technologies and business drivers, and be skilled in developing service and success strategies that incorporate into DocuSign’s overall GTM strategy.

This position is an individual contributor role reporting to the Senior Director of Global Customer Success Operations.

Responsibility

Apply subject matter expertise across multiple aspects of the business to generate diagnostics, insights, and recommendations to company leadership
Provide fast, reliable, and in-depth analysis and commentary in response to asks from top leadership
Combine technical expertise with strategic vision to maximize the role and relevance of data in informed decision making
Work cross-functionally to bridge data and anecdote and study relationships between parallel metrics
Analyze customer stories and market intelligence to explore and develop methods to quantitatively measure exposed themes and understand their impact
Facilitate greater vetting, circulation, and cross-fertilization of data-driven insights across teams and functions

Job Designation

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)

What you bring

Basic

15+ years of relevant experience
Experience in customer success, renewal management, support and consulting services

Preferred

Ability to mentor, coach and effectively transfer expertise to others
Self-directed, self-aware leader who demonstrates humility while building and extending trust
Results-driven independent thinker with proven problem-solving abilities
Excellent executive engagement skills
Experience working in high-growth, performance focused environment
Background in B2B and B2B2C Software as a service (SaaS) companies
Experience modeling business processes using a variety of tools and techniques
Extensive experience planning and deploying both business and technical initiatives
Resourceful and able to collaborate across multiple functions and geographies to accomplish complex tasks
Proactive mindset 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
Knowledge of Salesforce, Anaplan, and FinancialForce software
Strong influencing skills and ability to build lasting relationships across multiple layers in the organization
Experience managing complex sales/GTM problems in a fast growing, dynamic environment supporting executive leaders
Capable of building, implementing and monitoring GTM methodologies, processes and policies that create actionable deliverables and support revenue goals
Definable experience influencing change management, problem resolution, and communicating complex ideas in coherent terms to cross function groups in a scaling environment
Strong bias for action, ability to deal with ambiguity, and perseverance
Superb communications and engagement abilities
Excellent organization, prioritization, and project management skills

Wage Transparency

Based on applicable legislation, the below details pay ranges in the following locations:

California: $165,800 - $265,625 base salary

Washington and New York (including NYC metro area): $157,900 - $234,275 base salary

This role is also eligible for bonus, equity and

benefits.

Life at DocuSign

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 provides reasonable accommodations for qualified individuals with disabilities in job application procedures. If you need such an accommodation, including if you need accommodation to properly utilize our online system, you may contact us at accommodations@docusign.com.

If you experience any technical difficulties or issues during the application process, or with our interview tools, please reach out to us at taops@docusign.com for assistance.

Our global benefits

Paid time off

Take time to unwind with earned days off, plus paid company holidays based on your region.

Paid parental leave

Take up to six months off with your child after birth, adoption or foster care placement.

Full health benefits

Options for 100% employer-paid health plans from day one of employment.

Retirement plans

Select retirement and pension programs with potential for employer contributions.

Learning & development

Grow your career with coaching, online courses and education reimbursements.

Compassionate care leave

Paid time off following the loss of a loved one and other life-changing events.

DocuSign Glassdoor Company Review

3.6

DocuSign DE&I Review

4.0

CEO of DocuSign

Allan Thygesen

Approve of CEO

By DocuSign

DocuSign, headquartered in San Francisco, is an American company that allows organizations to manage electronic agreements with electronic signatures across various types of devices.

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