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Enterprise Customer Success Program Director at DocuSign · San…
Job Description
Enterprise Customer Success Program Director
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 Enterprise Customer Success Program Director, you will serve as a high-impact operational expert and strategic partner to the GVP of Enterprise Customer Success, to drive mission, organization, and craft evolution across all global Customer Success functions. Operating as a master integrator, you will bridge the gap between high-level executive vision and collaborative execution, ensuring complex transformations and cross-functional Enterprise Customer Success initiatives move into seamless action. You will unify strategic narratives and harmonize workflows across Onboarding, Customer Success, Professional Services, Partner Solutions Architects, Customer Education, and Technical Account Management across AMER, APJ, LATAM, and EMEA. Through deep partnership and influence, you will amplify leadership momentum, foster a cohesive culture of shared purpose, and accelerate time-to-value for enterprise customers.
This position is an individual contributor role reporting to the GVP, Enterprise Global Customer Success.
Responsibility
- Lead the orchestration of enterprise-wide strategy changes across global CS functions in close partnership with CS Leadership along with CS Strategy & Operations to ensure unified execution and sustainable transformation
- Collaborate across Sales, Product, Marketing, Human Resources, and Finance to identify cross-functional dependencies, resolve roadblocks, and align key stakeholders with CS business objectives
- Accelerate the Enterprise CS operating cadence-including annual planning, OKRs, and business reviews-acting as an operational accelerator for leadership decision-making
- Synchronize workflows across global teams including Onboarding, Customer Success, Professional Services, Partner Solutions Architects, Customer Education, and Technical Account Management to eliminate silos and accelerate customer time-to-value
- Build and facilitate leadership alignment sessions across AMER, APJ, LATAM, and EMEA to foster trust, collective accountability, and a unified executive culture
- Develop comprehensive communication strategies and executive-ready narratives that synthesize complex operational data to accelerate high-stakes decision-making and ensure global messaging alignment
- Establish standardized operational tooling, communication frameworks, and Al-driven workflows using Jira, Confluence, and Loom to maintain project transparency and automate routine coordination
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
- BS/BA degree or equivalent work experience
- 12+ years of experience in Strategic Programs, Business Operations, Change Management, or Management Consulting within a global SaaS environment
- Experience leading enterprise-wide cross-functional initiatives and organizational change management
- Experience with project management and collaboration platforms including Jira, Confluence, and asynchronous communication tools
- Experience influencing senior leaders and driving alignment in a matrixed global organization without direct authority
Preferred
- Mastery of executive communication skills with proven ability synthesizing complex data into executive-ready narratives and presentations
- Track record of leveraging Al-driven workflows to automate routine coordination and optimize operational efficiency
- Deep domain understanding of global Customer Success, Professional Services, and Technical Account Management functions
- Exceptional organizational and strategic planning skills with high attention to detail and proactive problem-solving capabilities
- Comfort operating with agility and executive presence in fast-paced, ambiguous, and high-growth environments
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: $164,700.00 - $266,000.00 base salary
This role is also eligible for the following:
- Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
- Stock: This role is eligible to receive Restricted Stock Units (RSUs).
Global benefits provide options for the following:
- Paid Time Off: earned time off, as well as paid company holidays based on region
- Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
- Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
- Retirement Plans: select retirement and pension programs with potential for employer contributions
- Learning and Development: options for coaching, online courses and education reimbursements
- Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events
Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.
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.
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.
EEO Statement
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. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.