• Execute Tier 3 customer retention and engagement strategies, ensuring consistent and high-quality delivery across the customer base. • Manage ongoing customer communications, including email campaigns, webinars, and in-person sessions that educate users on workflows, best practices, and how to maximize product value. • Leverage digital education resources and self-service tools to increase adoption and improve customer engagement. • Monitor customer health and engagement metrics, proactively identifying retention risks and supporting execution of churn-save playbooks. • Support implementation of loyalty and engagement programs that reinforce customer satisfaction and retention. • Communicate Bamboo Health’s value to customers through reporting, success stories, and ROI-driven messaging. • Collaborate with internal teams to ensure customer issues are resolved quickly and effectively, escalating where necessary to prevent churn. • Identify and surface up-sell and cross-sell opportunities through insights gained from customer interactions and engagement data. • Contribute customer feedback and insights to internal teams (Product, Marketing, Operations) to help improve the customer experience. • Maintain accurate documentation of customer interactions, retention activities, and outcomes in CRM and related tools. • Serve as a trusted partner to customers, ensuring they feel supported, informed, and valued throughout their journey with Bamboo Health. • Continuously build proficiency with AI tools and integrate them into daily work practices to measurably improve productivity, accuracy, and customer experience.