Sr. Enablement Program Manager, Customer Success

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 Sr. Enablement Program Manager for Customer Success, you will lead the strategic design and global execution of foundational and continuous learning programs for our adoption and retention roles. You will drive business-critical competency across high-velocity and high-value renewal motions, collaborating closely with cross-functional go-to-market leaders to align enablement strategies with global performance goals. Your work directly accelerates customer success productivity and enhances retention outcomes across multiple market segments globally.

This position is an individual contributor role reporting to the Sr. Manager, GTM Enablement - Global Programs.

Responsibility

Lead the global enablement strategy for Customer Success roles (CSAM, CSM, RM), aligning regional and global programs to overall business priorities and performance goals

Drive alignment, prioritization, and execution across GTM Business Partners, enablement specialists, and Customer Success leadership

Partner with regional GTM Business Partners to build adoption-focused and retention-focused content, including playbooks, methodology training, and skills development

Collaborate with GTM Enablement leadership to design, communicate, and deliver periodic skills assessments to identify and address knowledge and capability gaps

Build trust and credibility with key stakeholders across Enablement, Customer Success Leadership, Operations, and Marketing to ensure program success

Serve as subject matter expert on CS high-velocity and high-value adoption and renewal motions

Architect and maintain a comprehensive 30-60-90 day customer success role-specific onboarding experience with clear expectations, milestones, and success metrics

Proactively analyze new hire performance to prioritize onboarding program changes

Monitor and report onboarding metrics to success leadership to ensure compliance with performance thresholds

Define, track, and evaluate key behavioral and performance metrics to measure the long-term impact of enablement programs

Anticipate industry disruptions driven by AI, leveraging AI trends to enhance functional enablement strategy and long-term operational excellence

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

Bachelor's degree

12+ years of experience in customer success enablement or revenue enablement

Experience with development of live and asynchronous learning experiences driving adoption and renewal selling skills

Experience with management of timelines and stakeholders across business groups

Experience with prioritization and impact analysis of behavior change metrics

Experience with Salesforce, Google Workspace, and learning management tools

Preferred

Experience with Command of the Message sales methodology and/or MEDDPICC deal qualification frameworks

Expertise in customer lifecycle motions including consumption, adoption, and renewals

Background in high-growth software-as-a-service (SaaS) environments

Competency with Articulate Rise 360, Seismic, and Camtasia platforms

Wage Transparency

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $146,400.00 - $235,375.00 base salary

Illinois, Colorado, Massachusetts and Minnesota: $140,100.00 - $197,925.00 base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $140,100.00 - $206,775.00 base salary

This role is also eligible for the following:

Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.

Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits

provide options for the following:

Paid Time Off: earned time off, as well as paid company holidays based on region

Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement

Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment

Retirement Plans: select retirement and pension programs with potential for employer contributions

Learning and Development: options for coaching, online courses and education reimbursements

Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Work Authorization Notice:

Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

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.