Senior Program Manager

Docusign

. Drive execution of initiatives to enhance IAM customer experience, adoption and retention .

Posted 11/4/2026full-timeColorado • United StatesSenior💰 $164,700 - $266,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in program management and change management within Customer Success, focusing on customer activation, product adoption, and retention strategies. Proficient in data analytics for decision-making and optimizing workflows across cross-functional teams.

Highest-signal resume keywords

Program ManagementChange ManagementData AnalyticsCross-Functional Project LeadershipCustomer Success Optimization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program ManagementChange ManagementData AnalyticsCustomer Process OptimizationSoftware DeploymentsOperational EfficiencyProject Goal SettingWorkflow ImprovementMulti-System InitiativesAI Capabilities Adoption

Soft Skills

Strong Communication SkillsOrganizational SkillsPublic SpeakingWriting on Technical Topics

Tools & Technologies

JiraAI-Enabled ToolsOperational Tools

Industry Keywords

Customer SuccessCustomer ActivationProduct AdoptionRetention StrategiesExecutive Reporting

About the role

Key responsibilities & impact

Drive execution of initiatives to enhance IAM customer experience, adoption and retention
Orchestrate cross-functional teams to develop strategies, playbooks and programs for customer activation, product adoption and retention
Establish inspection rhythms to analyze retention, churn and growth causality and facilitate data-driven improvements
Assemble and deliver executive reporting and meeting cadences for cross-functional alignment and accountability
Support operation and modification of the IAM adoption program across segments and geographies
Lead end-to-end cross-functional projects and programs optimizing customer activation, product adoption and long-term retention
Partner with senior Customer Success leaders and the Customer Value Program Director to execute a comprehensive IAM adoption program
Manage milestones, cross-functional dependencies and risks, and measure adoption across regions and segments
Architect process and workflow improvements across Customer Success teams
Establish project goals and minimum viable products/deliverables (MVPs/MVDs)
Serve as a core contributor or Directly Responsible Individual on multi-system initiatives
Collaborate with Analytics and Product Operations to analyze adoption, churn and usage metrics
Coordinate rollout of standardized global playbooks and adoption plays for field Customer Success teams
Establish reporting cadences and provide transparent program status updates to internal stakeholders and executive leadership
Adopt modern operational tools, including AI-enabled efficiencies, to improve workflows and embed continuous learning
Individual contributor reporting to the Group Vice President of Global Enterprise Customer Success

Requirements

What you’ll need

BS/BA degree or equivalent work experience
12+ years of experience in program management or change management supporting Customer Success, Education, Services programs, or other customer-facing groups
Experience leading cross-functional projects and driving disciplined execution
Experience using data analytics to drive decision-making across multiple stakeholder groups
5+ years of experience supporting software customer process optimization and change management, focused on cross-functional software deployments and/or complex customer implementations
Experience driving decision-making processes across multiple senior stakeholders
Experience identifying and derisking key dependencies and unlocking execution efficiencies within cross-functional programs
Experience simultaneously steering multiple independent initiatives, keeping contributors accountable and on schedule, and streamlining work tracking with consistent processes
Preferred: experience evaluating and adopting AI capabilities or automation tools to improve team efficiency
Preferred: ability to independently solve multi-step operational challenges across multiple systems
Preferred: experience with Jira for program backlogs and sprint execution planning
Preferred: deep technical aptitude and ability to understand software products and connect capabilities to customer needs
Preferred: exceptional organizational skills for identifying dependencies and unlocking execution efficiencies
Preferred: communication experience with public speaking and writing on technical topics
Strong communication skills to convey program objectives, success strategies, and insights to stakeholders, including support for executive-level presentations
Applicants must already be authorized to work in the United States on a full-time, permanent basis without current or future sponsorship

Benefits

Comp & perks

Bonus: Non-Sales roles are eligible for a company bonus plan, calculated as a percentage of eligible wages and dependent on company performance
Restricted Stock Units (RSUs)
Paid Time Off and paid company holidays based on region
Up to six months of paid parental leave after birth, adoption or foster care placement
Full health benefits plans, including options for 100% employer-paid and minimum employee contribution health plans from day one of employment
Retirement and pension programs with potential for employer contributions
Coaching, online courses and education reimbursements
Paid compassionate care leave following the loss of a loved one and other life-changing events
Reasonable accommodations for qualified individuals with disabilities or religious accommodations during the application process