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

2+ years of related experience
Experience breaking down technical enablement into easy to follow steps
Experience creating and delivering on a product roadmap
Experience addressing customer needs, including defining and driving successful delivery of customer enablement solutions
Experience managing a large book of business and using data to develop a strategy
Experience driving value through the full customer lifecycle

Customer Success Advisor

Key skills