Customer Value Program Director

About this role

Company Overview Docusign brings agreements to life. More than 1.8 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 the Docusign AI-native IAM 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) 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. 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 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…