Customer Success Program Manager

Customer Success | 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
DocuSign is investing in and building a best in breed Customer Success Management (CSM) organization. As the team expands, we are seeking a Business Manager to oversee multiple strategic and operational programs. This individual reports into the VP of Customer Success Management.

Responsibilities

• Orchestrate the strategic and operational CSM initiatives across both high-touch and 1: many customer-focused teams; work closely with CSM leadership and CS Analytics to deliver strategic insights, provide solutions to challenges and recommendations based on business analyses.
• Own and drive the effectiveness and outcomes of the CSM systems and tools. As part of the CS systems scope, this individual will be responsible for managing the expectations, outcomes and insights from the Gainsight platform, coordinating with DocuSign’s Gainsight Administrator and the Customer Success Analytics team to drive maximum value from the CS platform.
• Understand the business nuances and articulate why and how the business is evolving, using effective storytelling to explain the CSM department needs. This includes the ability to create visual Powerpoint-based stories.
• Identify and lead key strategic projects to solve business challenges by working with business stakeholders across the organization, translating business needs, creating and updating requirements, managing communications, overseeing milestones and timelines, and leading cross-functional teams.
• Develop best practices for the CSM organization and its primary stakeholders; identify gaps and propose changes to existing processes, develop scalable solutions and oversee key organizational metrics.

Basic Qualifications

• More than 8 years of experience working in management consulting, organizational design, corporate strategy, or project / program management experience in a SaaS technology company.
• BA/BS degree or higher ideally in a relevant field

Preferred Qualifications

• Previous Gainsight or related customer management platform experience.
• Ability to interact with and influence all levels, from individual contributors (System Administrators) to leaders (ex. C-level).
• Above-average communication skills to create and convey CSM objectives, success strategies, and customer insights for internal and external stakeholders.
• Proven ability in structuring strategic analyses, developing and communicating executive level storylines and presentations.
• Excellent problem-solving skills, with experience implementing strategic and large-scale initiatives projects in a change-oriented, fast-paced environment.
• Ability to work with different team members to design processes and implement strategic projects that solve business challenges.
• Self-motivated, highly collaborative, creative, goal-oriented and team-centric.

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 of customers 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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