DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world’s #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people’s lives.
What you’ll do
We are seeking a strong Lead Customer Experience Manager to lead the development of a world-class customer lifecycle program that activates and accelerates experiences. We’re looking for a high-impact strategist and customer marketer who can oversee planning and prioritization of programs that improve lead conversion rate (e.g., lead nurture programs), increase revenue, drive product adoption, reduce churn, and minimize friction in the customer journey. You will partner closely with our cross-functional teams to define organization-wide processes and customer experiences which efficiently achieve these goals.
We’re looking for someone that is strategic and analytical, with strong cross-collaboration skills and the desire to get things done. You are passionate about the customer at all stages in the lifecycle and possess an extensive understanding of customer marketing strategies to deliver impact at each inflection point. You are highly curious, with a strong desire to understand the whys behind the whats, and have the analytical chops to dive into the numbers to support your hypotheses. You thrive on forging a path where others haven’t gone and testing and iterating to achieve success.
At DocuSign, we put our customers at the center, we’re driven by results and passionate about our impact.
This position is an individual contributor role reporting to the VP of Community & Customer Experience.
Responsibility
- Conduct discovery and opportunity analysis by understanding customer and internal business needs
- Audit and map customer journeys for all personas across all touchpoints in and out of product; create a holistic picture of the customer’s experience with DocuSign
- Overlay voice of customer research and interviews into the journey to determine where there are opportunities to improve the overall experience and improve customer outcomes
- Uncover opportunities for orchestrated customer experiences across DocuSign teams, including Sales, Services, Support, Marketing, and Product
- Identify and escalate gaps in the customer journey based on limitations or roadblocks with people, process, or technology; communicate the impact of solving for these gaps
- Size customer experience improvement opportunities, assess impact, and prioritize opportunities
- Present opportunities and secure executive sponsorship to assign resources to CX improvement initiatives
- Influence and secure partnership with cross-functional teams who will take part in projects and initiatives to improve the customer experience
- Oversee and drive CX roadmap items and update customer journey documentation as opportunities are completed
- Use customer experience design methodologies such as: customer journey mapping, service blueprinting, and workshop facilitation
- Lead cross-functional experience reviews to highlight opportunities, business performance, and customer feedback along various connected touch points
- Drive key customer behavior based KPIs for a specific journey stage, leading to increased CSAT/NPS, customer health, and lifetime value
- Communicate performance results and learnings to internal teams regularly and consistently, highlighting next best action from most recent results
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)
What you bring
Basic
- BA degree or equivalent
- 12+ years in Customer Experience, Marketing, CX consulting, or Customer Success
- 5+ years experience leading specific CX management initiatives (e.g., customer journey mapping, service blueprinting, and/or voice of customer)
- Proven experience driving and implementing change to customer experiences both inside and outside of product
- Proven experience leading large cross-functional initiatives requiring executive or C-level sponsorship
- Full cycle strategic experience designing, executing, and learning from tests and experiments on customer journeys, as well as customer journey mapping and omnichannel revenue generation
- Hands-on experience with Marketo, SFDC, Tableau, Google Analytics, Optimizely or similar tools
- Experience with online marketing metrics and key performance metrics
- Experience in the digital marketing landscape and building innovative and ROI-positive marketing programs at scale
- Experience using statistics
Preferred
- Excellent verbal communication skills
- Excellent writing skills
- Excellent interpersonal and presentations skills
- Attention to detail, critical-thinker and problem-solver
- Trained or certified in customer experience or related subject (e.g., CCXP, advanced coursework, degree, or certification program in CX management, service design, or experience strategy)
- Strong facilitation skills, with experience conducting multi-stakeholder workshops to collectively design experiences and solutions
- Experience navigating and driving collaboration in a complex matrixed organization
- Understanding of common customer success metrics and KPIs
- Strong presentation skills; experience communicating business strategies and results to all levels, including executives
- Experience translating mapped customer journeys into business requirements
- Experience designing or managing customer programs at the global level
- Strong program and project management skills
- Experience using journey mapping and design software such as: Miro, LucidChart, Smaply, or similar
- Experience owning end-to-end customer lifecycle strategy for a B2B SaaS company
- Possesses a deep understanding of social and community building programs
- Proven work experience as a community project/program manager or similar role
- Expertise in Google Workspace and Jira
Wage Transparency
Based on applicable legislation, the below details pay ranges in the following locations:
California: $146,800 – $235,025 base salary
Illinois and Colorado: $139,800 – $197,400 base salary
Washington and New York (including NYC metro area): $139,800 – $207,325 base salary