Customer Success Operations Senior Manager - JAPAC
Customer Success & Support | Sydney
Our agreement with employees
DocuSign is committed to building trust and making the world more agree-able 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 that 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. And for that, you’ll be loved by us, our customers, and the world in which we live.
Our customer success group is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts, helping customers simplify and digitize complex agreement processes. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. Our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our JAPAC team -– including Agreement Experts across professional services, customer success management, learning and enablement, and customer support - you’ll bring your knowledge, insights, and expertise to help our customers achieve more than they ever thought possible.
The JAPAC Customer Success Operations Senior Manager proactively plans and delivers critical business insights and articulates team performance. In doing so, he/she/they gives a clear view of key organisational measures to help drive critical immediate, medium and long-term business decisions and process improvements based on data. The selected candidate will be accountable to JAPAC and Global leadership teams, driving success in a matrixed global leadership model.
Business insights and reporting domains include but are not limited to: CS revenue forecasting and tracking; churn attribution, recommending segmentation of customers based on risk/opportunity factors; identifying key drivers of product adoption; optimisation of resource utilisation and productivity; performance and analysis of customer programmes and other ad-hoc projects.
Success in this role requires the ability to evolve and mature data insights, practices, and domains, and build processes that scale with rapid and sustained growth. You must be confident and fluid in the face of change.
This position is an Individual Contributor and reports to the VP Global Customer Success Operations.
DocuSign® helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, hundreds of thousands of customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. Plus, we save more trees together! And that’s a good thing.
DocuSign is an Equal Opportunity Employer. DocuSign is committed to building a diverse team of talented individuals who bring different perspectives to the discussion and who feel a sense of inclusion and belonging when they join our team. Individuals seeking employment at DocuSign are considered without regards to race, ethnicity, colour, 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, citizenship status, or any other legally protected category.