• Manage, coach, and develop a team of Ad Network CSMs. • Hold a high bar for SLA compliance, client communication standards, and revenue accountability. • Run tight 1:1s and team rhythms that drive output. • Build a culture where people bring solutions, not problems. • Carry a personal revenue number alongside your team's collective quota. • Develop and execute account strategies tied to performance data. • Coach your team to drive retention, renewals, and upsells.

• Serve as the primary strategic point of contact for assigned enterprise and strategic accounts, ensuring alignment on objectives, outcomes, and long-term success. • Build strong relationships with senior and executive-level stakeholders, positioning H1 as a critical partner in achieving their organizational goals. • Own and drive account strategy, including implementation and adoption plans, success metrics, renewal readiness, and expansion opportunities. • Lead regular executive business reviews, clearly articulating performance against KPIs, ROI, and strategic impact. • Proactively identify risks and opportunities across your portfolio, taking early action to mitigate churn and drive growth. • Navigate and manage multiple complex initiatives across various business units within client organizations. • Design and deliver tailored enablement and training sessions that align H1’s capabilities with client use cases and workflows. • Take a “teach-to-fish” approach, empowering customers with scalable, self-service capabilities while providing hands-on guidance when needed. • Analyze usage data, performance metrics, and customer feedback to identify trends, gaps, and optimization opportunities. • Strategically lead and de-escalate critical client situations, partnering with internal stakeholders to drive timely resolution. • Serve as the voice of the customer internally, providing structured feedback to product, engineering, and leadership teams to inform roadmap and prioritization. • Collaborate cross-functionally with Product, Engineering, Sales, and Support to ensure a seamless customer experience across the full lifecycle. • Consistently drive improvements in MAUs, NPS, CSAT, retention, and ARR across your book of business.

• Work at scale, to increase overall client satisfaction with Docusign measured through Net Promoter Score, customer engagement with the platform, and retention • Keep on top of a queue of incoming tasks while understanding how to prioritise • Collaborate with internal teams to respond to customer communications • Provide insightful answers and clear SLAs, if necessary, open a support case or escalate internally any existing technical issues or account concerns • Partner with internal teams to recommend the most efficient way for customers to exceed their goals using the Docusign platform • Be a voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer success, and operations

• Help us grow our happy customers across Canada by owning the customer relationship; • Maintain a real time understanding of your customers and their adoption of our platform; • Help customers identify new, innovative opportunities to improve their business operations via custom business process automation configurations on Mako; • Become a Mako subject matter expert to help define new best practices to solve customer needs and champion these ideas with our internal teams; • Perform regular (weekly, monthly and quarterly) reviews with customers on goals, obstacles, insights and opportunities; • Collaborate with sales to identify opportunities to cross-sell and upsell customers on additional solutions; • Identify customer adoption challenges, CSAT risks and other indicators of churn risk; • Resolve complaints and prevent additional issues by improving processes; • Maintain accurate account records, keeping track of any invoices, contract updates and renewals.