Sr. Director, CS Experience

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

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

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