Sr. Director, Customer Success Renewal Management Operations

at  DocuSign

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).

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.