• Partner with SVP of Sales to co-own Net Revenue Retention (NRR) with a target above 120%, driven by strategic cross-sell and upsell of Order Engine across customer tiers • Protect Gross Revenue Retention (GRR) by identifying churn risks early, particularly among long-standing enterprise customers navigating the communication-to-order-engine transition • Partner with the Account Management team on renewals and commercial account strategy; own the renewal forecast and its accuracy • Maintain best in class churn metrics through proactive risk management, enablement motions, and health monitoring • Develop and execute the change management playbook to migrate existing customers from a "communication" mindset to an "order engine" mindset • Train and equip the CS team to act as workflow consultants who can confidently articulate how AI-powered Order Engine workflows increase a distributor's bottom line • Define and relentlessly track KPIs focused on order engine usage: quote volume, order volume, conversion rates, thread activity, and customer health signals across the full lifecycle • Ensure customer feedback reaches Product in a structured, prioritized way and close the loop on the most critical roadmap items • Build a tiered success model: tech-touch for our smallest accounts, high-touch for mid-market, enterprise and strategic accounts, that scales cost-effectively as the customer base grows • Standardize onboarding, QBRs, and renewal motions so the customer experience is consistent, predictable, and measurable • Leverage the CS tech stack (HubSpot, Planhat, product data) to build early warning systems for churn and surface expansion opportunities • Identify and automate high-frequency, lower-complexity workflows to give the team capacity for higher-value customer work • Recruit, develop, and retain CSMs, CSRs, implementation specialists and technical account representatives with experience enabling complex, workflow-integrated software at both the account and user level • Align tightly with Sales (new logo and existing) on commercial strategy, expansion opportunities, and retention • Partner with Product on roadmap prioritization, launches, and CAB leadership • Collaborate with Marketing on customer advocacy programs, success stories, webinars, and customer-facing content • Customer Success Managers, Technical Account Managers, Implementation, and Support teams • A culture built on customer advocacy, operational excellence, creative problem-solving, and accountability • Goals, metrics, and reporting frameworks that drive clarity and performance across all teams.