• Handle inbound cancellation and downgrade requests, identifying root causes and executing save strategies aligned with policy and commercial guardrails. • Engage escalated customers who are at risk of churn due to product confusion, perceived value gaps, or operational friction. • Support inbound upgrade requests, ensuring customers understand plan value and feature differences • Conduct follow-up outreach after upgrades to drive early adoption and reduce post-purchase churn. • As a SQUIRE platform expert, provide practical, outcome-oriented guidance: not just how features work, but how customers know features are working for them. • Act as a trusted product translator during retention, upgrade, and adoption conversations. • Deliver video-based training sessions ad hoc as needed to achieve product adoption (new shop employees, customers upgrading plans or adding features, etc) • Reinforce self-service resources and best practices to reduce future friction and support dependency. • Partner with Support, Customer Success, Product, and Ops to refine save motions, upgrade experiences, and adoption workflows. • Contribute feedback on where automation can replace or augment manual outreach as volume and maturity increase.