Customer Value Program Director, GCCS

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 the Senior Program Manager, GCCS, you will provide the connective tissue across GCCS's strategic portfolio, translating leadership priorities into coordinated execution across regions, people, processes, systems, and cross-functional partners. You will lead governance, integrated planning, communications, change management, adoption, and executive visibility for focused CVRP initiatives and other high-priority GCCS programs. You will anticipate dependencies, clarify ownership and decision paths, reduce duplication, and help the organization move from strategy to measurable field execution. This role will be in very close cooperation with the GCCS Operations leadership team. This position is an individual contributor role reporting to the GVP, Global Commercial Customer Success. Responsibility Assist the GVP Global Commercial Customer Success to drive and execute a comprehensive program that ensures milestones, manages cross-functional dependencies and risks, and measures and impacts cross region and cross segment IAM adoption Translate GCCS leadership priorities into integrated plans, milestones, accountable owners, decision paths, and measurable outcomes across CVRP and other strategic initiatives Lead end-to-end delivery of global and regional programs, driving high-impact alignment across teams, processes, systems, and cross-functional partners from strategy through implementation, adoption, and continuous optimization to maximize customer satisfaction and company success Establish program governance, including charters, operating cadences, decision rights, RACI models, decision logs, stage gates, escalation paths, ELT updates, and clear forums for decision-making Track dependencies, risks, issues, decisions, resource needs, and program health; anticipate interdependencies and provide concise executive reporting on progress and required actions 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 to align priorities and maintain accountability Improve processes and workflows by identifying root causes, removing systemic barriers, reducing duplicated effort and competing processes, and supporting scalable multi-system execution Drive consistent launch readiness, field execution, post-launch retrospectives, feedback loops, and continuous improvement across strategic initiatives Drive and guide the strategy part of regional and global QBR preparations for all GCCS functions (CSAM, SCM, SH) Basic 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 while driving alignment 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 Experience managing strategic initiatives such as CVRP, adoption, retention, renewal, or IAM-conversion programs Experience developing change impact assessments, readiness plans, manager toolkits, communications cascades, training plans, and adoption strategies Experience defining ambitious program goals, MVPs or MVDs, success measures, executive reporting, and operating cadences across multiple initiatives to achieve challenging outcomes that elevate overall customer satisfaction and business growth Experience developing lifecycle, digital, self-service, or one-to-many programs that support customer activation, adoption, retention, or expansion Experience leading organizational change, process redesign, operating-model transformation, or multi-system execution Experience evaluating and adopting AI capabilities, automation, or modern operating tools, with strong technical aptitude and ability to solve multi-step operational challenges Experience with program-management and collaboration tools such as Jira, Smartsheet, Confluence, Tableau, or SQL; ability to synthesize complex information for senior leaders and operate effectively in ambiguity Job Designation Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time. 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) In Office: Employee works from the physical workspace 100% of the time. 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. 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: $X/hour - $X/hour or $X - $X base salary Illinois, Colorado, Massachusetts and Minnesota: $X/hour - $X/hour or $X - $X base salary Washington, Maryland, New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary Washington DC: $X/hour - $X/hour or $X - $X base salary Ohio: $X/hour - $X/hour or $X - $X base salary Canada: CAD $X/hour - CAD $X/hour or CAD $X - CAD $X 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. Applicant and Candidate Privacy Notice States Not Eligible for Employment This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming. Equal Opportunity Employer It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belo

Employment type
Full Time