Sr. Director, Customer Success Renewal Management Operations

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).

A high number of candidates may make applications for this position, so make sure to send your CV and application through as soon as possible.

What you'll do

The Senior Director, Global Customer Success Management Operations is a key role in the Customer Strategy & Operations organization focused on driving growth and productivity of our customer success organizations and driving customer growth.

This role will partner with a number of executives across the Customer Success Organization as well as cross functional teams.

This role will also play an instrumental role in our Customer Success team by leading a centralized team of operations analysts specialized in understanding our customer install base.

This team will be hyper focused on building out the strategy and programs needed to support the customer install growth strategies.

This leader will be responsible for leading successful engagements in a fast-paced, rapidly growing environment. Championing methodologies, you will work with the team on all dimensions of the customer’s experience.

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.

As an experienced leader you will take proactive ownership of sophisticated planning, resolve programmatic challenges, 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.

A successful candidate 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 a people manager role reports to the VP, Customer Success Strategy & Operations.

Responsibility

• Develop CS GTM vision and drive a strategy across the customer journey, both pre and post sales
• Design a CS GTM strategy based on internal and external research, market analysis, and customer segmentation
• Evangelize GTM strategy by engaging cross-functional teams in a matrixed organization including Sales, Marketing, Customer Success, Operations and Product
• Establish strong partnerships and interlock with GTM, Sales, Partners and Customer Success to optimize customer renewal rates in all segments
• Align closely with these teams to understand GTM needs and develop plays, offerings, and programs that support Customer outcomes, experiences, and realization of product value
• Define and coordinate business process standards and best in class practices that enable our renewal management and account management teams to engage with customers and partner effectively with other teams at Docusign
• Design and lead a robust framework for customer engagement including reporting, inspection, and action
• Drive leadership around business requirements for the design and re-architecting of our renewal management function across our three systems, Salesforce, Gainsight and Financial Force
• Lead the renewal management operations function, responsible for driving the operational modeling, coverage modeling and capacity modeling for our renewal management team
• Evaluate and analyze effectiveness of our renewal management function
• Measure KPIs and establish a strong financial and operational foundation and cadence for measuring the business
• Use data to drive decisions and insights that inform and direct the business
• Drive alignment across regions and shared functions to drive and implement our renewal management function in a globally consistent way, while taking into account regionally specific needs
• Be influential and gain alignment within a large cross-functional organization to deploy new strategies and motions that positively impact Docusign’s business
• Build and manage a team of 5-10 resources across multiple areas of the business
• Champion a collaborative and inclusive relationship and cadence with customer success, marketing, sales and other cross functional Sr. Leaders
• Support building out a COE for Customer Success Operations across all operational functions
• Create and drive the Annual Planning Process to align priorities and resource allocation across our Renewal Management team as well as to support strategic and operating plans for the business
• Collaborate with partners in operations, sales / GTM, finance and other business functions to design and implement organizational process improvements
• Bring innovative tools and operating models to Docusign to foster operational excellence across the organization.
• Be accountable for the assigned area achieving its quarterly, annual, and longer-range goals and objectives
• Own the short- and long-term strategy, roadmap, budgets, and other resource plans for assigned area(s) within the assigned function
• Represent own area and broader function of assignment in routine communications and interactions with senior team members, such as our C-suite and external thought leaders, decision-makers, and other influencers
• Have a track record demonstrating significant contributions to advancing own function and the overall business

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

• BS / BA degree in Business Management, Operations, or Accounting / Finance
• 15+ years of experience working at a SaaS company
• 15+ years of experience in Customer Success and / or Management Consulting
• 10+ years leading operational teams within a Service Organization

Preferred

• Experience driving projects from start to finish and able to drive highly complex and large-scale deliverables and initiatives to consistently successful and timely conclusion
• Experience leading large, cross functional teams, and mentor, coach and effectively transfer expertise to others
• Experience working in high-growth, performance focused environment
• Background in customer success, renewal management, support and consulting services
• 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 / geographies to accomplish complex tasks
• Proactive attitude 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, Financial Force software would be advantageous
• Master's degree or the equivalent
• Strong influencing skills and ability to build lasting relationships across multiple layers in the organization
• Ability to demonstrate 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 that support revenue goals
• Strong bias for action, an intrinsic ability to deal with ambiguity, and natural perseverance
• Excellent organization, prioritization, and project management skills

Wage Transparency

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

California : $195,500.00 - $315,775.00 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 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 [email protected].

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance.

States Not Eligible for Employment

This position is not eligible for employment in the following states : Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Equal Opportunity Employer

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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