Customer Success Management Operations 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**:
In this role you will partner with the Global Customer Success (consisting of Renewal Management and Customer Success Management) leadership team to deliver scalable enhancements 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 lead 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.

Why should you be excited about this role? You want to learn more about a dynamic business and influence and execute on decisions that both run and transform the business. You enjoy partnering with leadership to drive the business forward. You are solutions-oriented and enjoy solving multi-faceted business challenges with global impact.

This position is an individual contributor role reporting to the
Sr. GTM Strategy & Ops Manager.

**Responsibility**
- Support the at-scale motion as a business partner and single point of contact for all renewal management and customer success teams
- Develop a unique point of view and solve for the unique pain points and motions of the at scale team
- Work to lower our total cost to serve model working closely with counterparts in sales, renewal management and CS
- Develop a strong understanding of the DocuSign sales, customer success and renewals business, with a focus in North America
- Drive key “run the business” functions such as quarterly quotas, rep onboarding and territory carving, and regular cadence of KPI reporting
- Execute projects to improve our go-to-market operations, such as quarterly quota enhancements and territory and book optimization for the customer success team
- Identify and provide recommendations on opportunities for business improvement through analytics, quantitative insights, and good business sense
- Lead discussions involving cross-functional partners (CS Ops, Sales Ops, Territory Ops, Sales, and FP&A) to drive alignment on key areas of focus for renewals management
- Identify opportunities to improve the business velocity, efficiency and streamlined approach across globe
- Work closely with your counterparts in other regions to ensure best practice sharing and alignment
- Support annual planning process and workstreams
- Assist with ad hoc requests and projects from the customer success organization
- Be an operational point of contact to help move the business forward on projects and deadlines with attention to detail and organization in order to manage dependencies and mitigate risks
- Work closely with your leadership in the operations function to ensure team alignment and collaboration as well as continuity to the customer success organization

**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**
- BA/BS degree or equivalent work experience
- Fluent in English, as you will be working daily with a team based in North America
- 8+ years of analytical experience in strategic operational roles (such as go-to-market operations, financial analysis, sales operations, management consulting)

**Preferred**
- Experience designing and developing reports, metrics and dashboards
- Experience working with renewals and/or customer success teams, with an understanding of metrics specific to these functions (churn, retention, etc.)
- Superior analytical skills, high degree of intellectual curiosity and self confidence
- Experience working closely with senior sales leaders, prior exposure to high-growth work environments, and a 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
- Well-developed ability to bring structured thinking into highly ambiguous and open-ended problem situations, then drive to consensus
- Proactive mindset and desire to continually evolve the way we use data to drive impactful insights
- Experience planning (capacity, performance) and deploying both business and technical initiative

**Life at DocuSign**:
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