Customer Value Program Director

🔥 6 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $164.7k - $266k / year

⏰ Full Time

🔴 Lead

📋 Program Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Docusign

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2003

⚖️ Legal

📦 Logistics

💼 Consulting

Legal • Logistics • Consulting

Docusign is a leading provider of electronic signature technology and Intelligent Agreement Management (IAM), enabling organizations to create, manage, and secure agreements digitally. It simplifies contract lifecycle management, automates document processes, and facilitates customer experiences by transforming agreement data into actionable insights. With a trusted platform used by millions worldwide, Docusign helps businesses reduce risk, save time, and improve efficiency in various sectors, including financial services, insurance, real estate, and government.

📋 Description

• Assist the GVP, Global Commercial Customer Success, in executing a comprehensive program that manages milestones, cross-functional dependencies and risks, and IAM adoption across regions and segments • Translate GCCS leadership priorities into integrated plans, milestones, accountable owners, decision paths, and measurable outcomes • Lead end-to-end delivery of global and regional programs from strategy through implementation, adoption, and continuous optimization • Establish program governance, including charters, operating cadences, decision rights, RACI models, decision logs, stage gates, escalation paths, ELT updates, and decision-making forums • Track dependencies, risks, issues, decisions, resource needs, and program health; provide concise executive reporting • Develop and execute change-management strategies covering stakeholder impact, readiness, communications, manager enablement, training, resistance management, adoption, and reinforcement • Coordinate GCCS, Customer Success Operations, GTM Strategy and Operations, Finance, Enablement, Sales, Renewals, Product, Marketing, Data/Analytics, HR, and regional teams • Improve processes and workflows by identifying root causes, removing systemic barriers, reducing duplicated effort and competing processes, and supporting scalable multi-system execution • Drive launch readiness, field execution, post-launch retrospectives, feedback loops, and continuous improvement • Guide the strategy portion of regional and global QBR preparations for all GCCS functions

🎯 Requirements

• 12+ years of experience in program management or change management supporting Customer Success, Services, Education, Operations, or other customer-facing functions • Experience leading complex, ambitious global and multicultural programs across multiple regions, functions, and diverse stakeholder groups • Experience translating leadership priorities into integrated plans, governance, operating cadences, and accountable execution • Experience supporting software process optimization, cross-functional deployments, operating-model changes, or complex implementations • Experience managing scope, milestones, dependencies, risks, issues, governance, and executive communications while using data to guide decisions • Experience influencing teams without direct authority, with a bachelor's degree or equivalent experience • Preferred: experience supporting GCCS, Commercial/SMB Customer Success, Scaled Customer Management, or Success Hub operating models • Preferred: experience managing CVRP, adoption, retention, renewal, or IAM-conversion programs • Preferred: experience developing change impact assessments, readiness plans, manager toolkits, communications cascades, training plans, and adoption strategies • Preferred: experience defining program goals, MVPs or MVDs, success measures, executive reporting, and operating cadences across multiple initiatives • Preferred: experience developing lifecycle, digital, self-service, or one-to-many customer programs • Preferred: experience leading organizational change, process redesign, operating-model transformation, or multi-system execution • Preferred: experience evaluating and adopting AI capabilities, automation, or modern operating tools • Strong technical aptitude and ability to solve multi-step operational challenges • Experience with Jira, Smartsheet, Confluence, Tableau, or SQL • Ability to synthesize complex information for senior leaders and operate effectively in ambiguity • Prior experience in management or strategy consulting • Applicants must already be authorized to work in the United States on a full-time, permanent basis without current or future sponsorship

🏖️ Benefits

• Bonus: Non-Sales roles are eligible for a company bonus plan, calculated as a percentage of eligible wages and dependent on company performance • Restricted Stock Units (RSUs) • Paid Time Off and paid company holidays based on region • Up to six months of paid parental leave • Full health benefits plans, including options for 100% employer-paid and minimum employee contribution plans from day one of employment • Retirement and pension programs with potential for employer contributions • Coaching, online courses, and education reimbursements • Paid compassionate care leave following the loss of a loved one and other life-changing events

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