You are the owner of Gross and Net Revenue Retention for the merchant base, and set the coverage model, playbooks, and cadences that turn the customer success flywheel (Adopt Realize Value Expand Renew with Confidence) into a repeatable system across the Enterprise, Strategic, and Growth segments. You will build the retention forecast leadership runs on, coach CSMs into commercially credible advisors, and partner with Technical Solutions, Operations, Product, Sales, and RevOps so that what we promise a merchant in a business review is what happens on the warehouse floor.