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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer health and churn risk, with a strong focus on retention strategies and proactive account monitoring. Possesses excellent communication and organizational skills to effectively collaborate with cross-functional teams and drive continuous improvement.
Highest-signal resume keywords
Customer Success ManagementChurn Risk ManagementCross-Functional CollaborationTechnical AptitudeAccount Strategy Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Churn ManagementRetention StrategiesAccount MonitoringKPI AchievementProblem Solving
Soft Skills
Excellent CommunicationOrganizational SkillsPrioritization AbilitiesProactive ApproachOwnership-Driven Mindset
Industry Keywords
SaaSTechnology IndustryCustomer EngagementAccount ManagementCannabis Industry
About the role
Key responsibilities & impact- Operate as part of an Account Team pod, partnering closely with Account Managers on account strategy — you own customer health and the churn lifecycle; they own renewals and commercial growth.
- Own the renewal runway: monitor accounts in the 90-day renewal window, flag at-risk accounts early, and have save plans in motion so Account Managers enter renewal conversations with no surprises.
- Manage churn risk end to end — triage, mitigation strategy, and resolution — partnering cross-functionally to remove blockers.
- Proactively monitor account health signals (engagement, product usage, billing indicators) and act on them before they become escalations.
- Pull context together across Product, Support, Sales, Solutions, and Implementation so customer feedback, open requests, and high-priority issues never go unanswered.
- Act as a strategic resource for customers — sourcing answers, guiding best practices, and finding paths (features, early-access programs, alternative solutions) when customers are stuck on a problem.
- Contribute to process improvements and team initiatives as we build out our pod operating model.
- Meet or exceed team KPIs: same-day customer response, quarterly engagement on every account, and pod-level net revenue retention.
Requirements
What you’ll need- 3–5 years of experience in Customer Success, Account Management, or a related client-facing role (SaaS or technology industry preferred).
- Experience managing churn risk and retention motions — you've owned saves, not just flagged them.
- Comfort operating in a shared-accountability model where your performance is measured alongside a team (pod-level metrics), with growing autonomy in commercial conversations.
- Strong technical aptitude and problem-solving skills; able to source or solution answers independently.
- Excellent communication, organizational, and prioritization abilities — you can run multiple active risk situations without dropping threads.
- Experience collaborating with cross-functional teams (Product, Support, Sales, Implementation).
- Proactive, ownership-driven approach with a focus on continuous improvement.
- Knowledge of the cannabis industry is a plus, but not required
Benefits
Comp & perks- Full medical benefits, including dental and vision plans to ensure you always have the best care.
- Equity packages in the form of stock options to all employees.
- Technology (hardware, software, reading materials, etc..) allowance
- Flexible vacation and sick days