Guan Wang

Guan Wang is the current Director of Marketing Analytics at DocuSign. Prior to this, they were with TripActions from February 2020 to November 2020 where they were the Director of Renewals and Customer Success Operations.

In their previous role, they led a dynamic and high performing team with Renewal Sales, Strategy, Operations, and Analytics functions. Guan successfully managed a renewals book of business with 4000 customers and increased retention rate by x ppts in 3 months.

Guan is known for their ability to build customer renewals journey with scalable and predictable account management strategies, operationalized automated vs. high-touch renewals processes, improved contract negotiation and pricing strategies, and developed company first renewals forecast and churn analysis with business owners and actionable insights.

As the owner of Customer Success V2MOM for operations and efficiencies, they led a cross functional team to develop frameworks and OKRs to measure performance, improved processes and develop system solutions to increase team effectiveness and efficiency. Guan also led cadence of performance reporting for board of directors, executive team, and other leadership teams. In addition, they leveraged advanced analytics to predict customer health, drive customer adoption, improve retention, as well as increase subscription and usage revenue.

Guan has also been responsible for developing dashboards to monitor the customer success team performance, conducting analysis to identify root causes of key trends, and implementing initiatives to accelerate post-sale launch cycle and improve customer

Guan Wang reports to Robin Joy, SVP & GM, SMB Marketing & Digital Sales. They work with Alexander Rock - Senior Director, Demand Generation, Jeremy Post - Senior Director, Digital Acquisition & Website Experience, and Jen Erickson - Director, Digital Marketing.