Director, Customer Success Account Management Operations

$164,800 - $277,025/Yr

DocuSign - San Francisco, CA

Full-time - Senior

Remote - San Francisco, CA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

As a Director of Customer Success Account Management Operations at DocuSign, you will lead operational excellence initiatives for the North America and LATAM Customer Success organizations. This role involves collaborating with various departments to align strategies, enhance customer engagement, and drive growth while managing a globally distributed team. Your focus will be on optimizing customer success processes and ensuring data-driven decision-making to support the company's objectives.

Responsibilities

• Act as the primary Strategy & Operations business partner to the North America and LATAM CSAM organization leader
• Align and interlock with GTM, Sales, Partners, and Customer Success teams to optimize renewal rates across all segments
• Collaborate cross-functionally to design and implement plays, offerings, and programs that drive customer outcomes and value realization
• Evaluate and analyze the effectiveness of the CSAM function, using data to inform decisions and identify improvement opportunities
• Develop a robust customer engagement framework, including actionable reporting and inspection mechanisms
• Define and standardize best-in-class business processes for Customer Success Account Management teams
• Drive alignment across regions, balancing global consistency with regional specificity
• Establish and measure key performance indicators to build a strong financial and operational foundation for the business
• Champion collaboration and inclusivity among cross-functional senior leaders
• Drive the adoption of innovative tools and models to enhance operational excellence
• Represent the North America and LATAM regions in strategic discussions with C-suite leaders and external partners
• Support the development of a Center of Excellence (COE) for Customer Success Operations
• Lead a high-performing team across multiple business areas and global locations
• Be responsible for the short- and long-term strategy, roadmap, and resource planning for your areas of responsibility
• Collaborate with Sales/GTM, Finance, and Operations partners to implement process improvements

Requirements

• BS/BA degree in Business Management, Operations, or Accounting/Finance
• 12+ years of experience working at a SaaS company
• 10+ years of experience in Customer Success and/or Management Consulting
• 5+ years leading operational teams within a Service Organization
• Experience driving projects from start to finish, delivering large-scale, complex initiatives successfully and on time
• Demonstrated ability to lead large cross-functional teams, mentor, coach, and effectively transfer expertise to others
• Background in customer success, renewal management, support, and consulting services
• Extensive experience planning and deploying both business and technical initiatives in high-growth, performance-focused environments
• Expertise in B2B and B2B2C SaaS companies
• Ability to model business processes using various tools and techniques
• Proactive approach to collaboration across multiple functions and geographies to achieve complex objectives
• Strong influencing skills and ability to build lasting relationships at multiple organizational levels
• Knowledge of Salesforce, Gainsight, and FinancialForce software is advantageous
• Master's degree or equivalent experience
• Demonstrated ability to handle complex sales/GTM problems and implement actionable methodologies supporting revenue goals
• Strong organizational, prioritization, and project management skills
• A natural bias for action, intrinsic ability to handle ambiguity, and perseverance to drive initiatives to completion
• Exceptional ability to derive insights from data, guiding sound decision-making beyond numbers

Nice-to-haves

• Experience in high-growth environments
• Familiarity with customer engagement frameworks
• Experience with data analysis and reporting tools

Benefits

• 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