• Monitor churn daily and maintain a monthly churn forecast • Analyze churn trends and prepare detailed quarterly retention reports identifying patterns and root causes • Proactively identify at-risk accounts and partner with Success to execute save strategies • Lead executive-level exit interviews for larger accounts and coordinate sponsorship outreach when appropriate • Own renewal notices, expiring discounts, and annual subscription workflows • Manage refund requests, credit disputes, and subscription exceptions • Oversee conversion strategies from monthly to annual plans, including pricing and discount recommendations • Ensure subscription data integrity across systems including Salesforce, ChurnZero, Stripe, and internal tracking tools • Partner with Operations and Finance on pricing changes and plan increases • Strategically assess which accounts can absorb pricing adjustments versus where retention risk requires alternative approaches • Protect margin while balancing long-term customer value • Partner with Sales to monitor new deals and downstream renewal implications • Collaborate with Success to align on risk signals and re-onboarding opportunities • Contribute to subscription process improvements across CX, Finance, and Operations • Serve as internal subject matter expert on subscription policies and revenue processes