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 As a Director, Customer Success Account Management (CSAM) Operations, you will be a highly motivated leader driving operational excellence in support of our North America and LATAM Customer Success organizations. You will partner closely with leaders across Customer Success, GTM Strategy & Operations, Sales, Marketing, and Product. Your mission will be to align initiatives with company strategy, enable data-driven decision-making, and ensure progress visibility.
This role is responsible for leading a globally distributed team of 5-10 resources and overseeing critical initiatives that optimize customer success, enhance operational efficiency, and drive growth.
Responsibility Act as the primary Strategy & Operations business partner to the North America and LATAM CSAM organization leaderAlign and interlock with GTM, Sales, Partners, and Customer Success teams to optimize renewal rates across all segmentsCollaborate cross-functionally to design and implement plays, offerings, and programs that drive customer outcomes and value realizationEvaluate and analyze the effectiveness of the CSAM function, using data to inform decisions and identify improvement opportunitiesDevelop a robust customer engagement framework, including actionable reporting and inspection mechanismsDefine and standardize best-in-class business processes for Customer Success Account Management teamsDrive alignment across regions, balancing global consistency with regional specificityEstablish and measure key performance indicators to build a strong financial and operational foundation for the businessChampion collaboration and inclusivity among cross-functional senior leadersDrive the adoption of innovative tools and models to enhance operational excellenceRepresent the North America and LATAM regions in strategic discussions with C-suite leaders and external partnersSupport the development of a Center of Excellence (COE) for Customer Success OperationsLead a high-performing team across multiple business areas and global locationsBe responsible for the short- and long-term strategy, roadmap, and resource planning for your areas of responsibilityCollaborate with Sales/GTM, Finance, and Operations partners to implement process improvements What you bring Basic BS/BA degree in Business Management, Operations, or Accounting/Finance12+ years of experience working at a SaaS company10+ years of experience in Customer Success and/or Management Consulting5+ years leading operational teams within a Service OrganizationPreferred Experience driving projects from start to finish, delivering large-scale, complex initiatives successfully and on timeDemonstrated ability to lead large cross-functional teams, mentor, coach, and effectively transfer expertise to othersBackground in customer success, renewal management, support, and consulting servicesExtensive experience planning and deploying both business and technical initiatives in high-growth, performance-focused environmentsExpertise in B2B and B2B2C SaaS companiesAbility to model business processes using various tools and techniquesProactive approach to collaboration across multiple functions and geographies to achieve complex objectivesStrong influencing skills and ability to build lasting relationships at multiple organizational levelsKnowledge of Salesforce, Gainsight, and FinancialForce software is advantageousMaster's degree or equivalent experienceDemonstrated ability to handle complex sales/GTM problems and implement actionable methodologies supporting revenue goalsStrong organizational, prioritization, and project management skillsA natural bias for action, intrinsic ability to handle ambiguity, and perseverance to drive initiatives to completionExceptional ability to derive insights from data, guiding sound decision-making beyond numbers Wage Transparency Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.
Based on applicable legislation, the below details pay ranges in the following locations:
California: $171,500.00 - $277,025.00 base salary
Illinois: $164,800.00 - $232,750.00 base salary
Washington: $164,800.00 - $242,225.00 base salary
This role is also eligible for bonus, equity and benefits.
Life at Docusign Working here Docusign is committed to building trust and making the world more agreeable 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.
Accommodation Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at ******.
States Not Eligible for Employment This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.
Equal Opportunity Employer It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach.
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