Sr. CS Strategy & Operations Analyst

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 As a Senior Customer Success Strategy & Operations Analyst, you will work on topics to support strategic planning, data-driven decision-making, and operational excellence. You will do this through a combination of analytical insight, strong business acumen, and robust cross-functional partnerships with leaders in Sales, Marketing, Finance, HR, etc., tracking performance against key planning assumptions, building predictive models for churn and retention ACV, and providing critical visibility into risks, opportunities, and drivers of customer success. This position is an individual contributor role reporting to Manager, CS Strategy & Operations. Responsibility Lead hypothesis-driven, quantitative projects end-to-end, ensuring cross-team collaboration Develop quantitative models to predict business performance, support long-range planning, and identify opportunities for improvement Partner with Finance and other strategy & ops functions on annual financial planning, including setting CS performance targets (Churn, Retention ACV, GRR) Track performance vs. plan throughout the year, highlighting key variances and recommending corrective actions Design, build, and maintain forecasting models for predicting churn and retention ACV, leveraging customer data, historical trends, and leading indicators Support dashboard and executive report creation to monitor CS metrics, adoption, retention, engagement, and program outcomes Design reporting cadence, governance, and data strategy for Customer Success programs Coordinate quantitative strategies derived from communication with stakeholders Collect, analyze, and interpret data related to customer success to identify trends and insights Communicate data-driven insights and recommendations to non-technical audiences Use analytics and data intuition to deliver insights on actions that influence net retention rates Define systems, tools, and business requirements for varied Customer Success projects Identify business improvement opportunities through analytics and quantitative insights Develop and track KPIs at global and regional levels Support core Customer Success operations processes, including annual planning and quarterly business reviews Use quantitative insights to recommend new initiatives and best practices for Customer Success operations Conduct research and analysis on revenue, customer trends, market dynamics, and competitive landscape to support decision-making Lead end-to-end operationalizing of go-to-market strategies, from conceptual design to tactical execution Apply AI to Work Execution: Apply deepening functional expertise and upcoming technologies, including AI, to deliver both routine and non-routine work with increasing autonomy Select and optimize AI Tools: Select and optimize technical tools and potential AI solutions to improve productivity, streamline workflows, and solve complex problems Foster a Culture of AI Learning: Evaluate and adopt AI-enabled capabilities to boost efficiency while fostering a culture of continuous learning, peer support, and knowledge sharing within the 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 A Bachelor's degree in Computer Science, Business Information Systems, Business Administration, Finance, Economics, Applied Mathematics or Statistics, Econometrics, or closely related field 5+ years of experience in data engineering, insights and reporting, or analytics with increasing responsibility Experience directly supporting a GTM organization Experience driving projects from start to finish Experience with SQL, Excel, and data visualization tools such as Tableau, Looker, or Power BI Experience with Customer Success metrics (GRR, NRR, BOR, Churn Rate, etc.) and SaaS business models Experience turning complex datasets into clear business insights Experience with Customer Success and Renewal KPIs and Metrics Preferred Knowledge of common machine learning and statistics frameworks and concepts Experience with large data sets, distributed computing and cloud computing platforms Experience directly supporting the Customer Success organization of a SaaS company Ability to break down technical concepts into simple terms to present to technical and non-technical audiences Proficiency in Salesforce, Gainsight Strong analytics and business acumen Customer service oriented and ability to partner with individuals at all levels Effective, clear, and concise communication skills, verbal and written Results-driven and self-motivated with the ability to multitask Experience with forecasting methodologies (e.g., regression, time-series) and tools (e.g., R, Python, or similar) Comfortable and flexible working in a fast-paced environment 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 [email protected]. If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance. Applicant and Candidate Privacy Notice #LI-Hybrid = Hybrid

As a Senior Customer Success Strategy & Operations Analyst, you will work on topics to support strategic planning, data-driven decision-making, and operational excellence. You will do this through a combination of analytical insight, strong business acumen, and robust cross-functional partnerships with leaders in Sales, Marketing, Finance, HR, etc., tracking performance against key planning assumptions, building predictive models for churn and retention ACV, and providing critical visibility into risks, opportunities, and drivers of customer success. This position is an individual contributor role reporting to Manager, CS Strategy & Operations. Responsibility Lead hypothesis-driven, quantitative projects end-to-end, ensuring cross-team collaboration Develop quantitative models to predict business performance, support long-range planning, and identify opportunities for improvement Partner with Finance and other strategy & ops functions on annual financial planning, including setting CS performance targets (Churn, Retention ACV, GRR) Track performance vs. plan throughout the year, highlighting key variances and recommending corrective actions Design, build, and maintain forecasting models for predicting churn and retention ACV, leveraging customer data, historical trends, and leading indicators Support dashboard and executive report creation to monitor CS metrics, adoption, retention, engagement, and program outcomes Design reporting cadence, governance, and data strategy for Customer Success programs Coordinate quantitative strategies derived from communication with stakeholders Collect, analyze, and interpret data related to customer success to identify trends and insights Communicate data-driven insights and recommendations to non-technical audiences Use analytics and data intuition to deliver insights on actions that influence net retention rates Define systems, tools, and business requirements for varied Customer Success projects Identify business improvement opportunities through analytics and quantitative insights Develop and track KPIs at global and regional levels Support core Customer Success operations processes, including annual planning and quarterly business reviews Use quantitative insights to recommend new initiatives and best practices for Customer Success operations Conduct research and analysis on revenue, customer trends, market dynamics, and competitive landscape to support decision-making Lead end-to-end operationalizing of go-to-market strategies, from conceptual design to tactical execution Apply AI to Work Execution: Apply deepening functional expertise and upcoming technologies, including AI, to deliver both routine and non-routine work with increasing autonomy Select and optimize AI Tools: Select and optimize technical tools and potential AI solutions to improve productivity, streamline workflows, and solve complex problems Foster a Culture of AI Learning: Evaluate and adopt AI-enabled capabilities to boost efficiency while fostering a culture of continuous learning, peer support, and knowledge sharing within the team

Basic A Bachelor's degree in Computer Science, Business Information Systems, Business Administration, Finance, Economics, Applied Mathematics or Statistics, Econometrics, or closely related field 5+ years of experience in data engineering, insights and reporting, or analytics with increasing responsibility Experience directly supporting a GTM organization Experience driving projects from start to finish Experience with SQL, Excel, and data visualization tools such as Tableau, Looker, or Power BI Experience with Customer Success metrics (GRR, NRR, BOR, Churn Rate, etc.) and SaaS business models Experience turning complex datasets into clear business insights Experience with Customer Success and Renewal KPIs and Metrics Preferred Knowledge of common machine learning and statistics frameworks and concepts Experience with large data sets, distributed computing and cloud computing platforms Experience directly supporting the Customer Success organization of a SaaS company Ability to break down technical concepts into simple terms to present to technical and non-technical audiences Proficiency in Salesforce, Gainsight Strong analytics and business acumen Customer service oriented and ability to partner with individuals at all levels Effective, clear, and concise communication skills, verbal and written Results-driven and self-motivated with the ability to multitask Experience with forecasting methodologies (e.g., regression, time-series) and tools (e.g., R, Python, or similar) Comfortable and flexible working in a fast-paced environment