ID 2026-28628

Location

BR-SP-Sao Paulo

Category

Business/Sales Operations & Strategy

Position Type

Regular

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).

As a Sr. CS Strategy & Operations Analyst, you will bridge the technical and business worlds to leverage data in driving better outcomes for the global Customer Success organization. You will support initiatives that require working with large and complex data sets, applying statistical and analytical techniques to identify patterns, forecast business performance, and deliver clear, actionable recommendations to senior leadership. You will also build and maintain predictive forecasting models for churn and retention, using leading and lagging indicators at the global, regional, and segment levels. In doing so, you will provide critical visibility into risks and opportunities, and analyze the primary drivers behind variances in business performance. You will operate at the intersection of analytical insight, strong business and technical acumen, and data-driven decision-making. In this role, you will support global operational cadences, recurring analytics activities, and ad-hoc CS Ops analyses, while managing the reporting and governance of key business metrics such as churn, renewal rates, and net retention.

This position is an individual contributor role reporting to the Director of Customer Success Strategy, Planning & Analytics.

Responsibility

• Develop quantitative models to predict business performance, support long-range planning and forecasting, and identify opportunities for improvement

• 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

• Partner with Finance and other strategy and ops functions on annual financial planning, including setting CS performance targets (Churn, Retention ACV, GRR)

• Support core Customer Success operations processes, including annual planning and quarterly business reviews

• Design reporting cadence, governance, and data strategy for Customer Success programs

• Define systems, tools, and business requirements for varied Customer Success projects

• Support dashboard and executive report creation to monitor CS metrics, adoption, retention, engagement, and program outcomes

• Develop and track KPIs at global and regional levels, collaborate with Regional Operations teams

• Collect, analyze, and interpret data related to customer success to identify trends and insights

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.

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, preferably CS or Sales Ops

• Experience with SQL, Snowflake, 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 with forecasting methodologies (e.g., regression, time-series) and tools (e.g., R, Python, or similar)

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

• Comfortable with and knows how to navigate ambiguity independently. Able to ask the right questions to create an end-to-end plan, and then own the execution from start to finish

• Strong analytical thinker with experience turning complex datasets into clear business insights

• Results-driven and self-motivated with the ability to multitask

• Effective, clear, and concise communication skills, verbal and written

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.

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