CS Strategy & Operations Sr Manager

We need to output HTML fragment with sections: About the role? Actually the posting includes Company Overview, What you'll do, Responsibility, Job Designation, What you bring (Basic, Preferred), Wage Transparency (Pay), Benefits, Work Authorization Notice, Life at Docusign, Accommodation, Applicant and Candidate Privacy Notice, States Not Eligible for Employment, Equal Opportunity Employer, etc. We must remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. Also remove Work Authorization Notice? That's legal; likely considered boilerplate. Remove Accommodation? Might be considered accommodation statement; but it's about providing accommodations for disabled applicants; that's legal boilerplate; likely remove. Remove Applicant and Candidate Privacy Notice, States Not Eligible for Employment, Equal Opportunity Employer, EEO Know Your Rights poster. Also remove Life at Docusign? That's more culture; maybe keep? It's not boilerplate but could be considered fluff; but we need preserve substantive information. The instruction: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." Life at Docusign is not legal boilerplate; it's culture description; could keep. However we should prefer few substantive sections over many thin ones. We need to include sections only when posting has real, specific content. So we need to decide which sections to include: About the role (maybe from Company Overview and What you'll do), Responsibilities, Requirements (What you bring Basic and Preferred), Benefits, Pay, Schedule (Job Designation hybrid info). Also maybe "Qualifications" but we can combine Requirements. We must not repeat job title as heading. Use

for section headings. We need to preserve all substantive information; do not invent or summarize away detail. So we need to include details from each relevant part. Let's extract: 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. Responsibility: list of bullet points (many). We need to preserve each bullet as

. 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: list of bullet points (12+ years experience etc). Preferred: list of bullet points. Wage Transparency Pay: details with ranges per location. Benefits: list of bullet points (Paid Time Off, Paid Parental Leave, Full Health Benefits Plans, Retirement Plans, Learning and Development, Compassionate Care Leave). We should omit Work Authorization Notice, Life at Docusign (maybe keep? It's not legal but could be considered fluff; but we need preserve substantive information; it's not required but could be kept. However instruction: "Prefer a few substantive sections over many thin ones." Life at Docusign is a paragraph about culture; could be considered substantive but maybe we can omit to keep sections few. However we need to preserve ALL substantive information; if we omit, we lose that info. The instruction says preserve ALL substantive information; do NOT invent or summarize away detail. So we must keep all substantive info. That includes Life at Docusign paragraph. However we could combine it into About the role or a separate section like "About Docusign" but we already have Company Overview. Life at Docusign is separate; we could include as a section "Life at Docusign". It's not boilerplate; it's about culture. So we should keep. Accommodation: that's legal boilerplate (providing reasonable accommodations). Likely remove as legal. Applicant and Candidate Privacy Notice: legal; remove. States Not Eligible for Employment: legal; remove. Equal Opportunity Employer: legal; remove. EEO Know Your Rights poster: legal; remove. Thus sections: About the role (maybe combine Company Overview and What you'll do), Responsibilities, Requirements (Basic and Preferred), Benefits, Pay, Schedule (Job Designation), Life at Docusign. We must not repeat job title as heading. Use

for each section heading. We need to output only HTML fragment, no /, no markdown. We need to preserve all substantive information; we must not lose any detail from the sections we keep. Let's craft each section. Section: About the role (maybe heading "About the role"). Content: combine Company Overview and What you'll do paragraphs. We need to keep the exact text? We should preserve substance but can rephrase? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." Means we should not omit details, but we can keep them as is; we can copy paragraphs. We'll copy them. Thus

About the role

then

Company Overview paragraph(s) + What you'll do paragraph(s). Might be two paragraphs; we can combine into one

with both sentences separated by space. Better to keep as two

elements? The rule: use

for prose. So each paragraph can be its own

. We'll output two

under that heading. Next: Responsibilities: heading

Responsibilities

then

with each bullet as
• . Need to copy each bullet exactly as in the posting. Let's list responsibilities bullets from the text: - 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 some typos: "metriCustomer Success" maybe a mistake; we keep as is. Also "ICustomer Success" maybe typo; keep. Next: Requirements: we have Basic and Preferred. Could combine into one section "Requirements" with two subheadings? But we only allowed

  for section headings; we could have

  Basic Qualifications

  and

  Preferred Qualifications

  . However instruction: "Use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we can have Requirements as heading, and inside we can have

  for basic and preferred? But we need to differentiate. Could have two
  with preceding

  labeling? Might be okay. Simpler: have

  Basic Qualifications

  and

  Preferred Qualifications

  . Those are allowed as they are similar to Requirements/Qualifications/Skills. The examples include Qualifications, Skills. So we can use Basic Qualifications and Preferred Qualifications as headings. Thus:

  Basic Qualifications

  with each bullet. List basic bullets: - 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 connecting teamwork and deliverables to broader business outcomes, identifying opportunities to increase value or reduce risk, especially by leveraging new efficiencies enabled by technology like Al where possible - 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. Preferred bullets: - 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