Hiring: CS Strategy & Operations Sr Manager Company: Docusign Location: Seattle, WA Job Posted Time: 2026-09-10 10:16:14 Employment Type: Full-time / Remote Target Skills & Keywords : SaaS, Salesforce About the job Experience: •12+ years of experience in Customer Success Operations, Business Process Design, Customer Success Programs, or related roles Required Skills: •This position is an individual contributor role reporting to the Senior Director, Customer Success Experience. •Help define and evolve role strategy and engagement models for Customer Success roles across the customer lifecycle, including role charters, boundaries, success measures, and operating rhythms •Own CxM play/ playbook strategy and operational execution, including intake, prioritization, design standards, SLAs, build, governance, and retirement •Design, document, and maintain end-to-end Customer Success lifecycle processes and SOPs, including how Customer SuccessMs, Customer SuccessAMs, and other GTM roles engage across journey stages •Define and govern Customer Success plan and Account plan standards (CSP/AP) from a CxM perspective that eliminates duplicate templates and conflicting workflows •Map and document cross-team workflows (inputs, outputs, SLAs, controls) across Customer Success, Sales, Services, Technical Account Management, Onboarding, and Support, ensuring clear RACIs, handoffs, exits, and deliverables •Align process designs with tooling in Salesforce, Gainsight, Certinia, Customer Success Console, and related systems, partnering with technology teams to translate business requirements into configuration and enhancements •Partner with playbook content leads to ensure processes and SOPs are reflected in playbook templates and operational dashboards so teams can execute consistently Qualifications: •Strong written and verbal communication skills, including the ability to explain complex processes in simple, field-friendly language •High ownership mindset, attention to detail, and comfort operating in dynamic environments with multiple concurrent initiatives •Extensive experience driving annual planning, leading projects from start to finish to deliver large-scale, complex business and technical initiatives successfully and on time in high-growth, performance-focused environments •Background in customer success, renewal management, support, and consulting services •Proven expertise in B2B and B2B2C SaaS companies Compensation: •Paid Time Off: earned time off, as well as paid company holidays based on region Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!