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Role Mission
Own mid-market retention and CS operations — build the playbook, team, and metrics to reverse churn before it compounds.
Key Outcomes
- Reduce churn from 8% to 5% within 12 months
- Ship unified onboarding by end of Q1
Responsibility Boundaries
In scope: Retention strategy, CS ops, CSM hiring · Out: Enterprise sales, product roadmap
Collaborative Relationships
Product (roadmap input) · Sales (handoff criteria) · Support (escalation SLA)
90-Day Plan
Days 1–30: audit churn · Days 31–60: pilot retention playbook · Days 61–90: own Q1 outcome independently
Responsibility Map preview
Design a real role in minutes
Pick a sample role, add company context, and watch a full blueprint generate in real time.