Customer Success Operations Project Manager

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 Project Manager, CS Experience is a project and program management leader responsible for turning CS Experience priorities into coordinated, measurable execution. This role will manage complex, cross-functional initiatives across Customer Success, GTM, CS Strategy and Operations, Regional Operations, Enablement, Technology, Product, and other partners. The ideal candidate brings strong program-management discipline, excellent stakeholder management, and the ability to create clarity in ambiguous environments. They will establish operating cadences, manage dependencies and risks, prepare executive-ready communications, and ensure that programs move from strategy through delivery, adoption, and continuous improvement.

This position is an individual contributor role reporting to the Senior Director, Customer Success Experience.

Responsibility

• Own integrated program plans, milestones, dependencies, risks, decisions, and outcomes across CS Experience initiatives
• Establish and run program governance, including operating cadences, status reviews, RAID logs, decision logs, escalation paths, and action tracking
• Provide hands-on support to CS Experience initiative leads by taking ownership of assigned project-plan activities and completing the deliverables needed to keep commitments moving
• Coordinate execution across CS Experience, CS Strategy and Operations, Regional Operations, GTM, Enablement, Technology, Product, and other partners
• Maintain a reliable portfolio view of priorities and delivery status, using Jira, Confluence, and related work-management tools as sources of truth
• Facilitate working sessions and leadership reviews that drive decisions, resolve blockers, and keep teams aligned to outcomes
• Prepare concise, executive-ready status updates, decision briefs, risk summaries, recommendations, and meeting materials
• Drive launch readiness and operational adoption by coordinating communications, enablement, field feedback, stakeholder commitments, and post-launch follow-up
• Build feedback loops with regional and frontline teams to validate requirements, identify adoption barriers, and inform program adjustments
• Track delivery and adoption metrics, synthesize insights, and recommend corrective actions when programs are off track
• Improve program-management standards, templates, workflows, and reporting so CS Experience can scale its operating model
• Model Docusign’s Principles: Customer First, Deliver Results, Say What Matters, Own It, Make It Better, and One Team

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

• 5+ years of related experience with a Bachelor's degree or 3 years of related experience with a Master's degree
• 5+ years of experience in project management, program management, business operations, Strategy and Operations, or a related field
• Experience leading cross-functional programs from planning through execution and operational adoption
• Experience with project-management fundamentals, including integrated planning, dependency management, risk and issue management, decision tracking, and change control
• Experience influencing without authority and coordinating teams across different functions, regions, and levels of seniority
• Experience with Jira, Confluence, Smartsheet, or similar program and portfolio management tools
• Experience facilitating working sessions, leadership reviews, and decision-making forums

Preferred

• Excellent written and verbal communication skills, including the ability to communicate clearly with senior leaders and global stakeholders
• Strong analytical and organizational skills, with the ability to synthesize complex information into clear actions and recommendations
• Comfortable operating in ambiguous, fast-moving environments with multiple concurrent priorities
• Strong ownership mindset, attention to detail, and perseverance to drive initiatives to completion
• Experience in Customer Success, SaaS, GTM Operations, or a post-sales organization
• Experience managing programs across global teams, regions, or time zones
• Experience driving operational adoption, change management, field enablement, or post-launch follow-up
• Experience improving program-management standards, templates, workflows, reporting, or governance
• Experience using data and adoption metrics to identify risks, assess outcomes, and recommend corrective actions
• Experience with tools such as Jira, Confluence, Smartsheet, Asana, Airtable, or comparable work-management platforms
• Experience responsibly using AI-enabled tools to improve program planning, documentation, analysis, or communication
• A natural bias for action, strong judgment, and the ability to balance detail with momentum

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.

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