Sr. Director, CS Experience

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).

We are seeking a strategic and systems-minded CS leader to lead the design and optimization of the tools, processes, and workflows that power our Customer Success organization. You will lead the design and execution of Docusign's post-sales customer journey, aligning with Sales and Partner leadership on the end-to-end customer engagement process. Championing methodologies, you will work with the team on all dimensions of the customer's experience across Professional Services, Learning & Onboarding, Support, Customer Success Account Management, and Renewals. By building and honing the skills, tools, 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. This role plays a critical part in ensuring the day-to-day technology of customer success and AI-assisted technologies are aligned with the evolving needs of our Customer Success teams. As a cross-functional leader and key member of the Customer Success team, you will partner with business and functional stakeholders to plan and drive high-impact, company-level initiatives that enhance efficiency, performance, and experience of the field. You will lead strategic projects that align technology and process investments with business priorities, ensuring that systems are well-integrated, scalable, and optimized to support operational excellence, improve customer satisfaction and retention, and empower our teams to deliver exceptional value at scale.

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

Responsibility

• Own the field experience vision, roadmap, and strategy aligned to Docusign's post-sales and revenue objectives, ensuring it is enabled by the appropriate tools, technology, and scalable operational design

• Lead and develop a high-impact team that bridges business objectives with systems and process design, collaborating across Customer Success, IT, Enterprise Transformation, and other departments to ensure alignment and drive efficiency

• Interface with and influence cross-GTM process design to shape the post-sales customer journey, while spearheading the development of Customer Success-specific processes that promote consistency, professionalism, and customer value

• Oversee the integration and optimization of Customer Success tools to streamline rep workflows, improve productivity, and ensure alignment with broader business goals

• Drive system and process initiatives to enhance customer satisfaction, retention, and overall experience through effective tooling, automation, and journey design

• Manage cross-functional projects focused on Customer Success systems, tools, and process improvements that support operational scalability and organizational growth

• Direct and control the activities of the functional area, divisions, through senior managers who have overall responsibility for the successful operation of those assigned areas

• Own the short- and long-term strategy, roadmap, budgets, and other resource plans for assigned function

• Steer highly complex and large-scale deliverables and initiatives to consistently successful and timely conclusion

• Drive a culture of innovation, novel thinking, and continuous improvement across function

• Achieve strategic business results through collaboration and leverage of a diverse internal and external network

• Be highly adept at identifying capability development strategies, plans, and resources that align with strategic, business, operational, people and culture objectives

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, Technology, or a related field, or equivalent experience
• 15+ years of experience in a systems/process optimization role, ideally within Customer Success, Sales, or Operations
• Experience with CRM/Customer Success platforms
• Experience working with AI tools and automation systems in a customer-centric environment

Preferred

• Strong analytical skills with the ability to gather and assess data to make informed recommendations
• Advanced experience in systems/process architecture for Customer-facing teams
• Excellent communication skills, with the ability to engage stakeholders at all levels of the organization
• Strong project management skills, with the ability to manage multiple initiatives simultaneously
• A proactive, self-starter with the ability to drive change in a fast-paced environment
• Experience working with large-scale technology transformations
• Demonstrated ability to lead cross-functional teams and initiatives successfully
• Experience in developing and managing strategic plans and roadmaps for technology and process improvements
• Knowledge of AI and automation best practices within Customer Success operations

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: $202,800.00 - $327,625.00 base salary

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

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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