Senior Customer Success Operations Analyst

Company Overview

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).

In this role you will partner with the Global Customer Success (CS) leadership team to deliver scalable improvements to strategic business processes and analyses. You will work closely with leadership as a thought partner to support sales strategy and medium and long term goals for the business. You will then own the execution of many of these initiatives, supporting them with ad hoc reporting and analysis along the way. You will also help drive operational rigor, including quota setting, fiscal year launch initiatives, and developing the KPI cadence throughout the year.

This position is an individual contributor role reporting to Manager, Customer Success Operations.

Responsibility

• Analyze and determine key insights from key business drivers, trends and operating metrics

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

• 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

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

• Conduct deep-dive analyses into customer behaviors, churn risks, and growth drivers, supporting data-driven decision-making

• Translate data into insights Gathering and synthesizing relevant data, leading analyses and supporting the development of final recommendations to the CS Strategy & Operations leadership and the broader strategy & ops organization

• Support the annual strategic planning process that defines the GTM strategy, segmentation, headcount, and quotas

• Support run-the-business work streams such as forecasting, QBRs, ad hoc analysis requests, and dashboarding

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

• 2+ years of analytical experience in management consulting, investment banking, or strategy and operations roles

• BA/BS degree or equivalent work experience

Preferred

• Comfortable with large datasets

• Technical expertise in SQL/Snowflake, Tableau, and Salesforce

• Experience working closely with senior leaders

• Strong understanding of SaaS business models and go-to-market principles

• Effective, clear, and concise verbal and written communication skills

• Comfortable and flexible working in a fast-paced environment

• Results-driven, self-motivated, and able to work independently

• High degree of intellectual curiosity and self confidence

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.

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Basic

• 2+ years of analytical experience in management consulting, investment banking, or strategy and operations roles

• BA/BS degree or equivalent work experience

Preferred

• Comfortable with large datasets

• Technical expertise in SQL/Snowflake, Tableau, and Salesforce

• Experience working closely with senior leaders

• Strong understanding of SaaS business models and go-to-market principles

• Effective, clear, and concise verbal and written communication skills

• Comfortable and flexible working in a fast-paced environment

• Results-driven, self-motivated, and able to work independently

• High degree of intellectual curiosity and self confidence

In this role you will partner with the Global Customer Success (CS) leadership team to deliver scalable improvements to strategic business processes and analyses. You will work closely with leadership as a thought partner to support sales strategy and medium and long term goals for the business. You will then own the execution of many of these initiatives, supporting them with ad hoc reporting and analysis along the way. You will also help drive operational rigor, including quota setting, fiscal year launch initiatives, and developing the KPI cadence throughout the year.

This position is an individual contributor role reporting to Manager, Customer Success Operations.

Responsibility

• Analyze and determine key insights from key business drivers, trends and operating metrics

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

• 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

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

• Conduct deep-dive analyses into customer behaviors, churn risks, and growth drivers, supporting data-driven decision-making

• Translate data into insights Gathering and synthesizing relevant data, leading analyses and supporting the development of final recommendations to the CS Strategy & Operations leadership and the broader strategy & ops organization

• Support the annual strategic planning process that defines the GTM strategy, segmentation, headcount, and quotas

• Support run-the-business work streams such as forecasting, QBRs, ad hoc analysis requests, and dashboarding