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Manage a large portfolio of single-store customers after onboarding, driving product adoption, engagement, retention, renewals, and expansion. Monitor usage, identify at-risk or inactive accounts, resolve usage gaps, coordinate with internal teams, capture product feedback, and support advocacy initiatives. Over time, the role expands to owning performance metrics, process improvements, cross-functional initiatives, and potentially mentoring team members or leading an account segment.

Own end-to-end customer onboarding from sales handoff to go-live, drive adoption and early value, create onboarding assets, measure and reduce time-to-go-live, remove blockers, and hand customers off to Success/Support while providing feedback to Product and Engineering.

Qualify inbound SaaS leads quickly, segment by company size, schedule qualified meetings for sales, follow up on warm/missed leads, and maintain accurate CRM data. Measured on speed-to-lead, contact rate, booked qualified meetings, and meeting show-up rate.

Respond to high-volume inbound customer queries across WhatsApp, calls, and email; diagnose and resolve product, payment, hardware (printers), and workflow issues; triage and escalate complex problems; reproduce and log bugs for engineering; maintain SLAs, documentation, and ticket records; identify recurring issues to improve processes and reduce repeat tickets.