CS Strategy & Operations Sr Manager
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to map content to those headings. The posting includes "Company Overview", "What you'll do", "Responsibility", "Job Designation", "What you bring" (Basic, Preferred), "Wage Transparency Pay", "Benefits", etc. Also "Hybrid" schedule info.
We need to decide which sections to include:
- About the role: could combine Company Overview and What you'll do? Probably "About the role" includes overview and what you'll do. We'll put prose.
- Responsibilities: list from "Responsibility" bullet points (the long list). Use - .
- Requirements: maybe "Basic" qualifications? The "What you bring Basic" list is requirements. Could be Requirements.
- Qualifications: maybe "Preferred" list? Could be Qualifications.
- Skills: maybe combine some skill-specific items? Could be separate but we might not need if content overlaps. The instruction: prefer few substantive sections over many thin ones. So we could merge Requirements and Qualifications into one? But they ask to use those headings if content exists. We have both Basic and Preferred; we could treat Basic as Requirements, Preferred as Qualifications.
- Benefits: we have Benefits section with bullet points.
- Pay: we have Wage Transparency Pay details with ranges per location and bonus info.
- Schedule: we have Job Designation Hybrid info.
We must not include filler like "commensurate with experience". Not present.
We must not include duplicated lines. Ensure we preserve all substantive info.
We need to strip out boilerplate like "Work Authorization Notice", "Life at Docusign", "Accommodation", "Applicant and Candidate Privacy Notice", "States Not Eligible for Employment", "Equal Opportunity Employer", "EEO Know Your Rights poster". Also remove "Job Designation Hybrid: Employee divides their time..." but we need schedule info, so keep that but maybe rephrase? We must preserve all substantive information; we can keep the sentence but maybe format as
. The heading Schedule will contain that info.
We must not include "This Role Is Also Eligible For The Following Bonus:" maybe part of Pay.
We must not include "Stock: This role is eligible to receive Restricted Stock Units (RSUs)." That's part of Benefits? Could be under Benefits or Pay. It's a benefit; we can include under Benefits.
We must not include "Global benefits provide options for the following:" then list. Keep that.
We must not include "Paid Time Off: earned time off, as well as paid company holidays based on region" etc.
We must not include "Learning and Development: options for coaching, online courses and education reimbursements". Keep.
We must not include "Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events". Keep.
We must not include "Retirement Plans: select retirement and pension programs with potential for employer contributions". Keep.
We must not include "Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment". Keep.
We must not include "Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement". Keep.
We must not include "Work Authorization Notice" etc.
We must not include "Life at Docusign" etc.
We must not include "Accommodation" etc.
We must not include "Applicant and Candidate Privacy Notice" etc.
We must not include "States Not Eligible for Employment" etc.
We must not include "Equal Opportunity Employer" etc.
We must not include "EEO Know Your Rights poster" etc.
Now craft HTML.
Structure:
About the role
Company overview paragraph + What you'll do paragraph(s). Need to preserve all substantive info from those sections.
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: "The CS Strategy & Operations Sr Manager -Success Plays is a process design leader responsible for defining, documenting, and continuously improving how Customer Success executes core motions across the customer lifecycle. This role primarily focuses on CxMs (Customer Success Manager and Customer Success Account Managers) processes, standard operating procedures (SOPs), Customer Success lifecycle and interlock between Account/Customer Success plans (CSP/AP), and cross-team workflows that connect Customer Success, Sales, Services, and other post-sales teams. The role will partner closely within Customer Success Experience, GTM, Customer Success Business Partners, Applications Engineering, Product, and Enablement to standardize and simplify core Customer Success processes, ensure Customer Success plays/playbooks are operationalized in tools, and reduce friction so teams can execute with consistency. They will bring strong process thinking, tools alignment, and stakeholder collaboration skills, grounded in Docusign's principles: Customer First, Deliver Results, Say What Matters, Own It, Make It Better, and One Team. This position is an individual contributor role reporting to the Senior Director, Customer Success Experience."
We can combine into one or two
tags.
Next
Responsibilities
- ... each bullet from Responsibility list.
We need to extract each bullet. The Responsibility block is a long paragraph with many items separated by line breaks? It appears as a list of responsibilities each starting with a verb. We'll split by line breaks (the text shows each on new line). We'll produce
- for each.
List:
- Help define and evolve role strategy and engagement models for Customer Success roles across the customer lifecycle, including role charters, boundaries, success measures, and operating rhythms
- Own CxM play/ playbook strategy and operational execution, including intake, prioritization, design standards, SLAs, build, governance, and retirement
- Design, document, and maintain end-to-end Customer Success lifecycle processes and SOPs, including how Customer SuccessMs, Customer SuccessAMs, and other GTM roles engage across journey stages
- Define and govern Customer Success plan and Account plan standards (CSP/AP) from a CxM perspective that eliminates duplicate templates and conflicting workflows
- Map and document cross-team workflows (inputs, outputs, SLAs, controls) across Customer Success, Sales, Services, Technical Account Management, Onboarding, and Support, ensuring clear RACIs, handoffs, exits, and deliverables
- Align process designs with tooling in Salesforce, Gainsight, Certinia, Customer Success Console, and related systems, partnering with technology teams to translate business requirements into configuration and enhancements
- Partner with playbook content leads to ensure processes and SOPs are reflected in playbook templates and operational dashboards so teams can execute consistently
- Maintain and curate a governed library of Customer Success SOPs, process maps, and standards in the designated knowledge hubs, ensuring content is discoverable, current, and easy for the field to use
- Collaborate with Customer Success Business Partners, Strategy & Analytics Customer Success, and Customer Success Experience Ops to connect processes to metriCustomer Success and signals, enabling leaders to inspect execution and outcomes
- Support change management for process and tooling changes by partnering with Enablement and Communications on training plans, field messaging, and adoption tracking
- Act as a trusted advisor to Customer Success leaders and ICustomer Success on how processes, SOPs, and tools should work together to support customer outcomes and team effectiveness
Note there is a typo "metriCustomer Success". We'll keep as is.
Next
Requirements
From Basic list:
- 12+ years of experience in Customer Success Operations, Business Process Design, Customer Success Programs, or related roles
- Experience designing and documenting end-to-end customer-facing processes, SOPs, and role workflows, ideally within Customer Success or post-sales organizations
- Experience with Customer Success lifecycle, renewal processes, success planning, and how Account/Customer Success plans (Customer SuccessP/AP) support customer and business outcomes
- Experience working with CRM and Customer Success platforms such as Salesforce, Gainsight, and Certinia; comfortable defining business requirements for system changes
- Experience creating clear process maps, RACIs, and SOPs that are practical for the field and scalable across segments and regions
- Experience partnering with content and enablement teams to operationalize playbooks in tools and processes, including intake workflows and governance
- Experience with executive and stakeholder management and collaboration, with a track record of working across Customer Success, Sales, Services, and technology teams
- Experience independently evaluating, adopting, and scaling tools and practices (including Al) to improve organizational efficiency and embed continuous learning, mentorship, and knowledge-sharing
Note "Al" maybe AI. Keep as is.
Next Qualifications
From Preferred list:
- Strong written and verbal communication skills, including the ability to explain complex processes in simple, field-friendly language
- High ownership mindset, attention to detail, and comfort operating in dynamic environments with multiple concurrent initiatives
- Experience managing global business management systems for Customer Success
- Extensive experience driving annual planning, leading projects from start to finish to deliver large-scale, complex business and technical initiatives successfully and on time in high-growth, performance-focused environments
- Background in customer success, renewal management, support, and consulting services
- Proven 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
- Demonstrated ability to lead large cross-functional teams, mentor, coach, and effectively transfer expertise to others
- Strong influencing skills and ability to build lasting relationships at multiple organizational levels
- Knowledge of Salesforce, Tableau, Gong, and Gainsight software
- 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
Next Benefits
We need to list benefits from the Benefits section plus Stock RSUs.
Benefits list:
- 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
- Stock: This role is eligible to receive Restricted Stock Units (RS
. The heading Schedule will contain that info. We must not include "This Role Is Also Eligible For The Following Bonus:" maybe part of Pay. We must not include "Stock: This role is eligible to receive Restricted Stock Units (RSUs)." That's part of Benefits? Could be under Benefits or Pay. It's a benefit; we can include under Benefits. We must not include "Global benefits provide options for the following:" then list. Keep that. We must not include "Paid Time Off: earned time off, as well as paid company holidays based on region" etc. We must not include "Learning and Development: options for coaching, online courses and education reimbursements". Keep. We must not include "Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events". Keep. We must not include "Retirement Plans: select retirement and pension programs with potential for employer contributions". Keep. We must not include "Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment". Keep. We must not include "Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement". Keep. We must not include "Work Authorization Notice" etc. We must not include "Life at Docusign" etc. We must not include "Accommodation" etc. We must not include "Applicant and Candidate Privacy Notice" etc. We must not include "States Not Eligible for Employment" etc. We must not include "Equal Opportunity Employer" etc. We must not include "EEO Know Your Rights poster" etc. Now craft HTML. Structure:
About the role
Company overview paragraph + What you'll do paragraph(s). Need to preserve all substantive info from those sections. 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: "The CS Strategy & Operations Sr Manager -Success Plays is a process design leader responsible for defining, documenting, and continuously improving how Customer Success executes core motions across the customer lifecycle. This role primarily focuses on CxMs (Customer Success Manager and Customer Success Account Managers) processes, standard operating procedures (SOPs), Customer Success lifecycle and interlock between Account/Customer Success plans (CSP/AP), and cross-team workflows that connect Customer Success, Sales, Services, and other post-sales teams. The role will partner closely within Customer Success Experience, GTM, Customer Success Business Partners, Applications Engineering, Product, and Enablement to standardize and simplify core Customer Success processes, ensure Customer Success plays/playbooks are operationalized in tools, and reduce friction so teams can execute with consistency. They will bring strong process thinking, tools alignment, and stakeholder collaboration skills, grounded in Docusign's principles: Customer First, Deliver Results, Say What Matters, Own It, Make It Better, and One Team. This position is an individual contributor role reporting to the Senior Director, Customer Success Experience." We can combine into one or two
tags. Next
Responsibilities
- ... each bullet from Responsibility list. We need to extract each bullet. The Responsibility block is a long paragraph with many items separated by line breaks? It appears as a list of responsibilities each starting with a verb. We'll split by line breaks (the text shows each on new line). We'll produce
- for each.
List:
- Help define and evolve role strategy and engagement models for Customer Success roles across the customer lifecycle, including role charters, boundaries, success measures, and operating rhythms
- Own CxM play/ playbook strategy and operational execution, including intake, prioritization, design standards, SLAs, build, governance, and retirement
- Design, document, and maintain end-to-end Customer Success lifecycle processes and SOPs, including how Customer SuccessMs, Customer SuccessAMs, and other GTM roles engage across journey stages
- Define and govern Customer Success plan and Account plan standards (CSP/AP) from a CxM perspective that eliminates duplicate templates and conflicting workflows
- Map and document cross-team workflows (inputs, outputs, SLAs, controls) across Customer Success, Sales, Services, Technical Account Management, Onboarding, and Support, ensuring clear RACIs, handoffs, exits, and deliverables
- Align process designs with tooling in Salesforce, Gainsight, Certinia, Customer Success Console, and related systems, partnering with technology teams to translate business requirements into configuration and enhancements
- Partner with playbook content leads to ensure processes and SOPs are reflected in playbook templates and operational dashboards so teams can execute consistently
- Maintain and curate a governed library of Customer Success SOPs, process maps, and standards in the designated knowledge hubs, ensuring content is discoverable, current, and easy for the field to use
- Collaborate with Customer Success Business Partners, Strategy & Analytics Customer Success, and Customer Success Experience Ops to connect processes to metriCustomer Success and signals, enabling leaders to inspect execution and outcomes
- Support change management for process and tooling changes by partnering with Enablement and Communications on training plans, field messaging, and adoption tracking
- Act as a trusted advisor to Customer Success leaders and ICustomer Success on how processes, SOPs, and tools should work together to support customer outcomes and team effectiveness
Note there is a typo "metriCustomer Success". We'll keep as is.
Next
Requirements
From Basic list: - 12+ years of experience in Customer Success Operations, Business Process Design, Customer Success Programs, or related roles - Experience designing and documenting end-to-end customer-facing processes, SOPs, and role workflows, ideally within Customer Success or post-sales organizations - Experience with Customer Success lifecycle, renewal processes, success planning, and how Account/Customer Success plans (Customer SuccessP/AP) support customer and business outcomes - Experience working with CRM and Customer Success platforms such as Salesforce, Gainsight, and Certinia; comfortable defining business requirements for system changes - Experience creating clear process maps, RACIs, and SOPs that are practical for the field and scalable across segments and regions - Experience partnering with content and enablement teams to operationalize playbooks in tools and processes, including intake workflows and governance - Experience with executive and stakeholder management and collaboration, with a track record of working across Customer Success, Sales, Services, and technology teams - Experience independently evaluating, adopting, and scaling tools and practices (including Al) to improve organizational efficiency and embed continuous learning, mentorship, and knowledge-sharing Note "Al" maybe AI. Keep as is. NextQualifications
From Preferred list: - Strong written and verbal communication skills, including the ability to explain complex processes in simple, field-friendly language - High ownership mindset, attention to detail, and comfort operating in dynamic environments with multiple concurrent initiatives - Experience managing global business management systems for Customer Success - Extensive experience driving annual planning, leading projects from start to finish to deliver large-scale, complex business and technical initiatives successfully and on time in high-growth, performance-focused environments - Background in customer success, renewal management, support, and consulting services - Proven 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 - Demonstrated ability to lead large cross-functional teams, mentor, coach, and effectively transfer expertise to others - Strong influencing skills and ability to build lasting relationships at multiple organizational levels - Knowledge of Salesforce, Tableau, Gong, and Gainsight software - 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 NextBenefits
We need to list benefits from the Benefits section plus Stock RSUs. Benefits list: - 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 - Stock: This role is eligible to receive Restricted Stock Units (RS