Principal Analyst – Customer Success
Customer Success and Support | San Francisco, California, Seattle, Washington, Chicago, Illinois

Our agreement with employees
DocuSign is committed to building trust and making the world more agree-able 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. And for that, you’ll be loved by us, our customers, and the world in which we live.

The team
Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts –in professional services, customer success management, learning and enablement, and customer support –you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.

This position
The Principal Analyst – Customer Success. Customer Success is responsible driving analytics that empower the business leaders with the ability to drive critical decisions on the effectiveness of the offering’s portfolio and the return on investment.
The ideal candidate has a domain expertise in either of Customer Success, Professional Services, Customer Support, Sales Lifecycle as Analytics Lead. In this role you will leverage analytic models and advanced techniques to help Customer Success at DocuSign understand its portfolio and investment ROI in terms of measurable outcomes of retention, upsell and cross-sell. You will partner closely with Customer Success business leaders, strategy analysts and data scientists to influence and shape the roadmap for portfolio analytics and predictive / prescriptive outcomes based on customer cohort and customer journey analysis.
This role requires the ability to deliver in matrixed organization at global scale. As a people leader the person will nurture analytics talent to drive results and have a strong team-building and mentorship mindset. The candidate is deeply analytical with keen understanding of business process and programs and the ability to translate data and insights into executive readouts. This position is an individual contributor position and reports to the Senior Director, Customer Success Analytics, Services Management.

Responsibilities
• Drive descriptive and predictive analytics for the customer success offerings portfolio – understand, track and predict where the investments will have the greatest return – deliver insights into the effectiveness of Customer Success offerings portfolio
• Drive analytic models for targeted service offers to improve the customer journey and positively impacting MRR/ARR outcomes
• Deliver on insights and analytics to help business leaders answer critical questions related to customer success offerings portfolio effectiveness and investment choices for go-to-market programs – help shape decisions on new program/offer introduction
• Combine analytics, exploratory skills and data intuition to deliver insights on Customer Adoption Index, Customer Health Index, churn causalities and upsell opportunities
• Partner with product and pricing to measure impacts of different pricing strategies and feature usage
• Report on key metrics and KPIs to all key business partners, including senior leadership, across Customer Success Enablement, Professional Services, field CSM roles, and regional CSM organizations in EMEA and APAC
• Determine opportunities for improvement across process, tooling and data automation to optimize costs and decrease turnaround time for analytics consumers
Travel: Ability to travel periodically nationally and internationally

Basic Qualifications
• 12+ years of experience in data, insights and analytics with increasing responsibility in a growth environment
• 6+ years of experience across Customer Success, Professional Services, Customer Support and Sales Lifecycle as an analytics lead
• 4+ years of experience in analysis for SaaS companies
• 4+ years of experience in full lifecycle of analytics using Enterprise Tools: Tableau, QlikView, PowerBI
• 4+ years of SQL skills in ANSI SQL / T-SQL with excellent hands-on exposure to database structures & principles
• A Bachelor’s degree in Computer Science, Business Information Systems, Business Administration, Finance, Economics, Applied Mathematics or Statistics, Econometrics, or closely related field

Preferred Qualifications
• Experience with advanced analytics and machine learning products/algorithms
• Exposure to big data platforms – Snowflake, Redshift, Azure, Matillion, Hadoop
• Knowledge of visualization best practices
• Exposure to data models, dimensional models, data warehouse patterns
• Excellent communication and interpersonal skills with demonstrated ability in engaging with senior leaders
• Excellent problem-solving analytical skills with the ability to synthesize and communicate complex results
• Proficient in MS Office Suite & advanced Excel - pivot tables, macros, PowerPivots, advanced functions
• Demonstrated ability to manage vendor teams in a multi-vendor, multi-technology, multiple location scenario
• Extreme attention to detail with focus on data quality, data consistency and criticality of compensation metrics
• Ability to shape ambiguity; organize, govern & prioritize in a matrixed environment across organizational boundaries

About us
DocuSign® helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, hundreds of thousands ofcustomers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. Plus, we save more trees together! And that’s a good thing.

DocuSign is an Equal Opportunity Employer. DocuSign is committed to building a diverse team of talented individuals who bring different perspectives to the discussion and who feel a sense of inclusion and belonging when they join our team.Individuals seeking employment at DocuSign are considered without regards to 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, citizenship status, or any other legally protected category.

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