• Support the onboarding efforts of Mission Partners onto the ICAM Solution • Analyze customer requirements and emerging needs • Analyze reported issues and support the engineering team • Provide verification of ICAM capabilities • Actively engage with the customer throughout their lifecycle • Provide scheduling and integration support for customer changes • Advocate for the customer to ensure a positive experience • Develop or support development for program deliverables • Conduct demonstrations of delivered solution capabilities • Assist with planning customer-facing services and capabilities • Participate in Scrum calls • Develop and manage client portfolios

• Work on a large number of accounts at scale to increase overall client satisfaction with Docusign measured through Net Promoter Score, customer engagement with the platform, and retention • Collaborate with internal teams to respond to proactive digital communications, including events, office hours, newsletters, and other resources • Provide insightful technical answers and, if necessary, open a support case or escalate internally any existing technical issues or account concerns • Partner with account team to recommend the most efficient way for customers to exceed their goals using the Docusign platform • Influence Docusign’s strategy and product priorities to drive adoption and retention • Champion new best practices and workflows to help both customers and fellow CSMs (Digital, Dynamic and Designated) achieve more • Be the voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer success, and operations

• Lead and develop a team of Dynamic CSMs • Set clear performance expectations, KPIs, and success metrics • Build and refine segment strategy for Dynamic customers • Oversee the execution of customer success plans • Use portfolio analytics to guide team priorities • Partner closely with Sales, Expansion, Marketing, Support, and Product leadership • Own the operational rhythm for the Dynamic segment • Design, implement, and iterate on playbooks, processes, and tooling • Act as an escalation point for complex customer issues • Champion the voice of Dynamic customers in internal forums • Hire, onboard, and continuously develop Dynamic CSM talent • Lead or sponsor cross-functional initiatives

• Lead and manage a team of Enterprise Customer Success Managers • Develop and maintain strong relationships with key stakeholders at enterprise-level customers • Collaborate with cross-functional teams to develop and execute customer success strategies • Advocate for customer needs internally to drive overall product improvements • Monitor and refine key performance metrics for the enterprise customer success team • Utilize data and analytics to drive decision-making and identify trends