• Own retention and renewals • Lead renewal timelines and renewal conversations, ensuring on-time execution • Maintain accurate renewal forecasts and risk tracking across your book of business • Identify churn risk early and coordinate mitigation plans across internal teams • Drive expansion revenue • Identify and execute expansion opportunities such as additional channels, volume tiers, new workflows, and multi-year agreements • Lead QBRs and account planning sessions tied to customer goals and outcomes • Build close plans and coordinate internal resources to support upsell and cross-sell motions • Own the customer relationship • Act as the main customer point of contact and manage communication, expectations, and timelines • Guide onboarding and ongoing enablement, especially around workflows and operational change • Ensure customers adopt the product and realize measurable business outcomes • Create clear success plans tied to how ecommerce teams operate and scale • Commerce-aware support and escalation management • Triage customer issues and coordinate with Support, Product, and Engineering to drive resolution • Own customer communication during escalations with clear status updates and expectation-setting • Bring structure to customer pain points by identifying root causes and preventing repeat issues • Operate your book of business • Keep CRM data clean, including account notes, renewal dates, customer health, stakeholders, and activity • Build lightweight reporting on retention, expansion pipeline, risks, and account sentiment • Improve the post-sale motion by creating reusable templates, playbooks, and workflows