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Lead Application Product Manager - Customer Success

Salary$186k – $301k

LocationUS-SFO-Main, United States

Work modehybrid

Typefull-time

DepartmentIT Infrastructure & Operations

EquityIncluded

Company size10,000+ people

First seen3mo ago

Last seen7h ago

About the company

Company Overview 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). What you’ll do As a Lead Product Manager on the Applications Product Management team, you own high-impact internal application capabilities that power Docusign’s go-to-market, customer success, and operations teams. You define the product vision, roadmap, and end-to-end experience for your portfolio, partnering closely with business stakeholders and engineering to deliver measurable outcomes for growth, efficiency, and customer experience. This position is an individual contributor role reporting to the Sr. Director, Application Product Management. Responsibility Define a multi-year product and technology roadmap for your application domain, aligned to company growth goals (e.g., retention, NRR, CSAT, operational efficiency) and IAM strategy Act as a strategic partner to business stakeholders (e.g., Customer Success, Operations), translating their objectives (such as reducing time-to-resolution or improving digital self-service) into clear product requirements and system capabilities Drive structured “buy vs. build” decisions for internal tools and platforms, evaluating market solutions versus custom development and shaping vendor integration strategies where appropriate Map end-to-end user journeys to identify bottlenecks and “swivel-chair” workflows, and design experiences that simplify work for internal users while improving customer outcomes Lead the strategy for unified data and a 360-degree view of key entities (e.g., customers, accounts, products), ensuring data flows reliably across CRM, billing, product usage, and support systems Define and instrument success metrics for your products (e.g., internal NPS, adoption, time-to-value, deflection, agent utilization) and use these to prioritize and validate roadmap investments Own the full product lifecycle: problem discovery, requirements, prioritization, backlog management, sprint planning, and acceptance; roll up your sleeves to work through configuration and implementation details as needed Lead change management for new capabilities, partnering with enablement and operations to deliver training, communications, and adoption programs that land changes successfully with end users Operate as a “services product” leader for your area, protecting engineering from ad-hoc requests by maintaining a transparent, ROI-driven backlog and making tradeoffs explicit to stakeholders Job Designation 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. What you bring Basic 12+ years of experience in product management, including meaningful work on AI/ML products, B2B SaaS platforms, or CRM/CS ecosystems (e.g., Salesforce, Service Cloud, Zendesk, Gainsight) Experience with APIs, data pipelines/warehousing, and identity/entitlements; you can collaborate effectively with architects and engineers on system design even if you don’t write production code Experience shipping AI- or ML-powered capabilities (for example, chatbots, intelligent routing, recommendations, or predictive insights) and using data to monitor and improve them over time Experience influencing without authority, aligning executives and cross-functional partners around a clear problem statement, crisp metrics, and a focused plan of record Experience producing clear product briefs, PRDs, and status updates that drive alignment and timely decisions Experience championing best practices for AI-powered and data-driven features in internal applications, ensuring reliability, safety, and trust when applying LLMs, agentic workflows, or advanced analytics Preferred Deep empathy for internal users such as CSMs, support agents, sales reps, operations analysts, and finance partners; you enjoy shadowing their workflows and eliminating friction from their day-to-day work Excellent written and verbal communication skills Wage Transparency Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience. Based on applicable legislation, the below details pay ranges in the following locations: California: $186,100.00 - $300,550.00 base salary This role is also eligible for the following: 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). Global benefits provide options for the following: 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 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. Applicant and Candidate Privacy Notice States Not Eligible for Employment This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming. Equal Opportunity Employer 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. EEO Know Your Rights poster #LI-Hybrid

Requirements

Basic 12+ years of experience in product management, including meaningful work on AI/ML products, B2B SaaS platforms, or CRM/CS ecosystems (e.g., Salesforce, Service Cloud, Zendesk, Gainsight) Experience with APIs, data pipelines/warehousing, and identity/entitlements; you can collaborate effectively with architects and engineers on system design even if you don’t write production code Experience shipping AI- or ML-powered capabilities (for example, chatbots, intelligent routing, recommendations, or predictive insights) and using data to monitor and improve them over time Experience influencing without authority, aligning executives and cross-functional partners around a clear problem statement, crisp metrics, and a focused plan of record Experience producing clear product briefs, PRDs, and status updates that drive alignment and timely decisions Experience championing best practices for AI-powered and data-driven features in internal applications, ensuring reliability, safety, and trust when applying LLMs, agentic workflows, or advanced analytics Preferred Deep empathy for internal users such as CSMs, support agents, sales reps, operations analysts, and finance partners; you enjoy shadowing their workflows and eliminating friction from their day-to-day work Excellent written and verbal communication skills

About the role

As a Lead Product Manager on the Applications Product Management team, you own high-impact internal application capabilities that power Docusign’s go-to-market, customer success, and operations teams. You define the product vision, roadmap, and end-to-end experience for your portfolio, partnering closely with business stakeholders and engineering to deliver measurable outcomes for growth, efficiency, and customer experience. This position is an individual contributor role reporting to the Sr. Director, Application Product Management. Responsibility Define a multi-year product and technology roadmap for your application domain, aligned to company growth goals (e.g., retention, NRR, CSAT, operational efficiency) and IAM strategy Act as a strategic partner to business stakeholders (e.g., Customer Success, Operations), translating their objectives (such as reducing time-to-resolution or improving digital self-service) into clear product requirements and system capabilities Drive structured “buy vs. build” decisions for internal tools and platforms, evaluating market solutions versus custom development and shaping vendor integration strategies where appropriate Map end-to-end user journeys to identify bottlenecks and “swivel-chair” workflows, and design experiences that simplify work for internal users while improving customer outcomes Lead the strategy for unified data and a 360-degree view of key entities (e.g., customers, accounts, products), ensuring data flows reliably across CRM, billing, product usage, and support systems Define and instrument success metrics for your products (e.g., internal NPS, adoption, time-to-value, deflection, agent utilization) and use these to prioritize and validate roadmap investments Own the full product lifecycle: problem discovery, requirements, prioritization, backlog management, sprint planning, and acceptance; roll up your sleeves to work through configuration and implementation details as needed Lead change management for new capabilities, partnering with enablement and operations to deliver training, communications, and adoption programs that land changes successfully with end users Operate as a “services product” leader for your area, protecting engineering from ad-hoc requests by maintaining a transparent, ROI-driven backlog and making tradeoffs explicit to stakeholders

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