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).
As the Strategy & Operations Manager -Scaled Adoption 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 strategy, reporting, customer success analytics, and an understanding of marketing analytics frameworks, 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 Senior Director, Customer Success Strategy & Analytics.
Responsibility
Act as the operations strategist for the Scaled Adoption motion, driving strategic planning and support innovation of our Scaled Adoption programs, coverage model, capacity, etc
Support the design of metrics that matter to drive customer adoption outcomes, analyzing existing programs and metrics and performance of existing campaigns vs business goals
Support the scaled adoption motion with analytics such as segmentation, funnel analysis, campaign performance) to support lifecycle engagement strategies
Analyze customer data to surface risks and opportunities, providing insights that help CS leaders prioritize actions
Drive & support regular business reviews for scaled adoption programs and executive readouts that will guide the go-forward strategy of Scaled Adoption, delivering actionable insights and recommending course corrections
Define and refine key performance indicators (KPIs) for scaled success, adoption pacing, and lifecycle effectiveness
Create dashboards and reporting frameworks with help from global data & analytics teams that track product adoption, engagement, retention (GRR), and program performance
Collaborate with cross functional teams on cross-channel engagement reporting, ensuring consistent measurement across email, in-app, and other touchpoints
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
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.
Basic
8+ years of experience 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)
Experience with SQL or similar data querying languages; comfortable working with large datasets
Experience with marketing analytics concepts, such as campaign performance, segmentation, engagement metrics, and funnel analysis
Experience influencing senior stakeholders through data-driven recommendations and strategic insights
Experience with Customer Success metrics (GRR, NRR, product adoption, customer health scoring, etc.)
Experience partnering with CS, Marketing, and Product teams on cross-functional initiatives
Preferred
Excellent communicator with the ability to simplify complex data stories for business audiences
You should actively identify opportunities to increase value or reduce risk, especially by leveraging new efficiencies enabled by technology like AI where possible
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
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 IAM, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).
