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 the Strategy & Operations Manager at Docusign , you will serve as a strategic business partner to the Scaled Adoption motion, driving operational excellence through data, reporting, and actionable insights focused on improving adoption and on-going usage of our products via our scaled engagement levers. You will play a pivotal role in enabling scalable, digital engagement strategies by delivering analytics that help our teams monitor customer adoption, identify risks, and uncover growth opportunities. This role requires a strong background in reporting, customer success analytics, and an understanding of marketing analytics, as you will help align data-driven customer success strategies with broader lifecycle and digital engagement efforts. You will collaborate closely with CS leadership, Marketing Ops and Lifecycle Marketing, Product Operations, and cross-functional partners to ensure insights are leveraged to optimize adoption, retention, and expansion at scale. This position is an individual contributor role reporting to the Manager, CS Global Strategy & Operations - Global Insights. Responsibility Act as the operations lead for the Scaled Adoption motion, establishing targets and expectations by quarter, supporting business goals, driving strategic planning, and performance tracking of impact/outcome against our engagement levers

Build and maintain dashboards and reporting frameworks with help from global data amp; analytics teams that track product adoption, engagement, retention (GRR), and program performance

Analyze customer data to surface risks and opportunities, providing insights that help CS leaders prioritize actions

Support the scaled adoption motion with analytics such as segmentation, funnel analysis, campaign performance) to support lifecycle engagement strategies

Collaborate with cross functional teams on cross-channel engagement reporting, ensuring consistent measurement across email, in-app, and other touchpoints

Drive and support regular business reviews for scaled adoption programs, delivering actionable insights and recommending course corrections

Define and refine key performance indicators (KPIs) for scaled success, adoption pacing, and lifecycle effectiveness

Support data alignment across systems and teams, ensuring consistency and accuracy of customer data used in reporting

Partner with leadership on forecasting and strategic planning efforts, incorporating adoption trends and program impact

Provide thought leadership on best practices for scaling customer engagement

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 in Customer Success Operations, Marketing Analytics, Business Analytics, or related SaaS roles Experience with reporting and analytics tools (e.g., Tableau, Looker, Power BI, Gainsight) Preferred Proficiency with SQL or similar data querying languages; comfortable working with large datasets Solid understanding of marketing analytics concepts, such as campaign performance, segmentation, engagement metrics, and funnel analysis Ability to influence senior stakeholders through data-driven recommendations and strategic insights Strong knowledge of Customer Success metrics (GRR, NRR, product adoption, customer health scoring, etc.) Experience partnering with both CS, Marketing, and Product teams on cross-functional initiatives Excellent communicator with the ability to simplify complex data stories for business audiences

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. 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 than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live. 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 accommodations@docusign.com . If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance. Applicant and Candidate Privacy Notice #LI-Hybrid

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