Operations Manager

Description:

Docusign is a global leader in agreement management, providing solutions that accelerate business processes and simplify workflows for over 1.5 million customers across 180+ countries. With its Intelligent Agreement Management platform, Docusign connects business-critical data within documents to company systems, offering e-signature and contract lifecycle management solutions.

The Customer Success Operations Manager will provide thought leadership and actionable insights to key stakeholders within the Customer Success organization, including Professional Services, Customer Enablement, and Customer Success Management. Reporting to the Director of CS Operations EMEA, this is an individual contributor role focused on operational excellence, data analysis, and strategic planning.

Key Responsibilities:

• Create and manage dashboards to monitor key regional metrics and identify trends and performance differentiators.

• Perform recurring and ad hoc analyses to uncover trends, impacts, and root causes across Customer Success, communicating findings to aid decision-making.

• Present insights on key customer success metrics to stakeholders, assisting them in driving performance (e.g., upsell trends, marketing program impacts).

• Identify inefficiencies and support implementation of solutions to improve team productivity, planning, processes, and tools.

• Monitor multiple data sources to assess risk in the customer portfolio and help develop mitigation plans.

• Produce weekly, monthly, and quarterly reporting, fulfilling ad hoc data requests.

• Act as a liaison between global success operations and regional leadership, ensuring alignment and implementation of global initiatives.

• Build executive presentations such as Quarterly Business Reviews, collaborating with Sales Leaders.

• Coordinate fiscal year planning, including business planning, headcount allocation, territory carving, quota allocation, and new segment entry.

• Travel as necessary (approximately 15%).

Qualifications:

Basic:

• 8+ years of managerial experience in customer-facing or sales teams.

• Experience using Salesforce.com, BI tools, and advanced Excel to develop reports, metrics, and dashboards.

• Fluent in English.

Preferred:

• Strong executive presence and engagement skills.

• Experience in high-growth, performance-focused environments.

• Experience in B2B and B2B2C SaaS companies.

• Resourceful, collaborative across functions/geographies.

• Proactive mindset with a focus on evolving data use to drive insights.

• Strong analytical and storytelling skills to drive action from data.

• Excellent organizational, communication, and time management skills.

• Results-driven and independent thinker with problem-solving ability.

• Educated to degree level or equivalent.

Life at Docusign:
Docusign is committed to trust, equality, and providing a supportive work environment. Employees are encouraged to voice ideas openly, build lasting relationships, and take pride in work that impacts global customers and communities.

Accommodation:
Docusign provides reasonable accommodations for qualified individuals with disabilities or religious needs during the application process. Contact accommodations@docusign.com for assistance. Technical or application issues can be directed to taops@docusign.com.