• 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

• Develop, lead and execute the vision and strategy for customer growth and retention • Maintain best in class Gross Revenue Retention Rates and Net Dollar Retention • Mentor and cultivate a high performing team. Expect to lead from the front, rolling up your sleeves and getting into the weeds when needed • Act as an executive liaison (in partnership with our cofounders if needed) to Enterprise customers • Anticipate changes and scale of the post sales motion in relation to growth of our business. Effectively drive changes and required communication across the organization • Drive customer outcomes, through product adoption and delivering an amazing customer experience • Provide a strong point of escalation for your team and interface with customer champions. • Maintain consistent insight into and continuously improving customer health across lifecycle (onboarding, time to first value, and growth) • Champion our customers and create tight feedback loops between our customers and internal teams • Foster new business growth through building advocacy and reference-ability within our customer base • Collaborate with internal partners for product and process improvement

• Lead the customer success program for assigned clients, guiding post-sale engagement and adoption of indirect spend technology platforms. • Manage client relationships to support retention, expansion, and long-term value realization. • Monitor client health using engagement metrics across technology usage, GPO contract utilization, and advisory services engagement. • Identify opportunities to increase client value and mitigate risk through proactive, data-informed action plans. • Collaborate with internal subject matter experts to deliver initiatives that drive measurable savings and performance improvements. • Support executive-level quarterly business reviews with insights derived from composite client health data. • Train and coach project leads on customer success best practices and oversee consistent execution. • Lead development and operationalization of client scorecards and performance dashboards. • Partner with analytics and platform teams to evaluate and refine engagement metrics tied to renewal, upsell, and savings outcomes.

• Support inbound call overflow and respond promptly to customer inquiries via phone, email, and chat. • Resolve customer complaints and issues efficiently, providing appropriate solutions and alternatives. • Facilitate customer enrollment process and verify enrollment forms. • Document all activities in customer system tools (SFDC, Zendesk).