• Meet or exceed monthly targets for retention rate, churn reduction, and upsell revenue. • Maintain accurate CRM records including customer interactions, account status, and opportunity pipeline. • Track competitive trends and communicate common reasons for churn to leadership. • Proactively contact at-risk merchants to understand concerns and deliver tailored solutions that resolve pain points. • Conduct regular account health checks to identify declining usage, support needs, or early churn indicators. • Respond to customer inquiries related to billing, statements, chargebacks, pricing, and product functionality. • Analyze merchant processing patterns to identify opportunities for increased volume, new product adoption, or feature upgrades. • Educate merchants on advanced capabilities and upsell additional services to drive incremental revenue. • Execute targeted outbound campaigns for cross-selling initiatives.