Customer Success Operations Manager

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).

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.This position is an individual contributor role reporting to Director, CS Operations EMEA.

Responsibility

• ​Develop a strong understanding of the DocuSign sales, customer success and renewals business, with a focus in the EMEA Region.

• 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 FPamp;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)

 

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.

What you bring

Basic

• 8+ years experience working in a manager role ideally in a customer facing or sales team of a management consultancy or tech company
• Experience using and developing reports, metrics and dashboards with salesforce.com and BI tools and Advanced Excel
• Fluency in English

Preferred

• Very strong executive presence and engagement skills
• Experience working in high-growth, performance focused environment
• Experience in customer success, support and consulting services
• Experience in B2B and B2B2C Software as a service (SaaS) companies
• Resourceful and able to collaborate across multiple functions and geographies to accomplish complex tasks
• Proactive approach 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
• Strong communication skills with the ability to engage customers at all levels, and across multiple geographies
• Compelling storytelling, with the ability to leverage data to drive action, including for non-analytical audiences
• Attention to detail, excellent organizati