Company Overview

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.

• 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

What You Bring

• 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

• 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

• 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).

• 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

Life At Docusign