Lead Application Product Manager - Customer Success

Docusign develops intelligent agreement management solutions that help organizations create, commit to, and manage agreements. The Lead Application Product Manager will own internal application capabilities supporting customer success, go-to-market, and operations teams, defining product strategy, roadmaps, requirements, metrics, and lifecycle delivery. The role will also lead data integration, change management, and adoption initiatives in partnership with business stakeholders and engineering.

Responsibilities:

• 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

Requirements:

• 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 Al- 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 Al-powered and data-driven features in internal applications, ensuring reliability, safety, and trust when applying LLMs, agentic workflows, or advanced analytics
• Access to an office location is required
• Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship
• 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