Principal Data Analytics & Insights Lead - Customer Success & Services
Customer Success | San Francisco, CA OR Seattle, WA, OR Chicago, IL OR Remote - US

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Our agreement with employees
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. And for that, you’ll be loved by us, our customers, and the world in which we live.

The team
Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts – in professional services, customer success management, learning and enablement, and customer support – you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.

This position
The Principal Analyst – Customer Success & Services, is responsible for driving analytics on the effectiveness of the DocuSign’s Services Portfolio and its impact on consumption and adoption of DocuSign’s products.

The ideal candidate has a domain expertise in one or more of Customer Success, Professional Services, Customer Support, Sales Lifecycle as an analytics Lead. In this role you will leverage analytic models and advanced techniques to help Customer Success leaders and the Services Strategy team analyze how the go-to-market services and programs drive adoption, consumption, and increased retention, upsell and cross-sell. You will partner closely with Customer Success business leaders, strategy analysts and data scientists to influence and shape the roadmap for services bundling, packaging, targeting and predictive / prescriptive outcomes based on customer cohort and customer journey analysis.

This role requires the ability to deliver in matrixed organization at global scale. The candidate is deeply analytical with keen understanding of business process and programs and the ability to translate data and insights into executive readouts.

This position is an individual contributor role reporting to the Senior Director, Customer Success Analytics and is designated as Flex.

Responsibilities

• Drive descriptive, diagnostic, and predictive analytics for the services portfolio – understand, track, and predict where the investments will have the greatest return – deliver insights into the effectiveness of Customer Success services portfolio
• Drive analytic models for targeted service offers to improve the customer journey and positively impacting MRR/ARR outcomes
• Deliver on insights and analytics to help business leaders answer critical questions related to customer success services portfolio effectiveness and investment choices for go-to-market programs – help shape decisions on new program/offer introduction
• Combine analytics, exploratory skills, and data intuition to deliver insights on Customer Adoption Index, Customer Health Index, churn causalities and upsell opportunities
• Partner with product and pricing to measure impacts of different pricing strategies and feature usage
• Report on key metrics and KPIs to all key business partners, including senior leadership, across Customer Success Enablement, Professional Services, field CSM roles, and regional CSM organizations in EMEA and APAC
• Determine opportunities for improvement across process, tooling, and data automation to optimize costs and decrease turnaround time for analytics consumers

Basic qualifications

• 12+ years of experience in data, insights, and analytics with increasing responsibility in a growth environment
• 6+ years of experience across Customer Success, Professional Services, Customer Support and Sales Lifecycle as analytics lead in a SaaS company
• 5+ years of experience in full lifecycle of analytics using Enterprise Tools: Tableau, QlikView, PowerBI
• 5+ years of SQL skills in ANSI SQL / T-SQL with excellent hands-on exposure to database structures & principles
• 4+ years of Python experience
• 5+ Advanced Excel/Spreadsheets - pivot tables, macros, PowerPivot, advanced functions
• A Bachelor’s degree in Computer Science, Business Information Systems, Business Administration, Finance, Economics, Applied Mathematics or Statistics, Econometrics, or closely related field

Preferred qualifications

• Exposure to advanced analytics and machine learning products/algorithms
• Exposure to big data platforms – Snowflake, Redshift, Azure
• Knowledge of visualization best practices
• Exposure to data models, dimensional models, data warehouse patterns
• Excellent communication and interpersonal skills with demonstrated ability in engaging with senior leaders
• Excellent problem-solving analytical skills with the ability to synthesize and communicate complex results
• Extreme attention to detail with focus on data quality, data consistency and criticality of compensation metrics
• Ability to shape ambiguity; organize, govern & prioritize in a matrixed environment across organizational boundaries
• Travel: Ability to travel periodically nationally and internationally

Based on Colorado law, the following details are for Colorado individuals only: Colorado base salary range: $133,000 - $165,200 and eligible for bonus, equity and benefits.

Vaccination requirement
DocuSign may require all employees to be fully vaccinated against COVID-19 and provide proof of vaccination to visit a DocuSign office, to meet with potential or actual customers or business partners, or for other business-related purposes, in accordance with local law. Please note that DocuSign has contracts with different governments globally which may require compliance with local and federal laws

About us
DocuSign helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, over a million customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. And we help save the world’s forests and embrace environmental sustainability.

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 belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. DocuSign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

Accommodations
DocuSign provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including if you have any difficulty using our online system. If you need such an accommodation, you may contact us at accommodations@docusign.com.

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