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Own retention and expansion. Build a CS machine that drives growth, reduces churn, and makes implementations repeatable.

• Establish CS operating cadence (weekly renewals/risk review, monthly exec reporting).
• Implement a churn/retention system: health scoring, churn taxonomy, renewal playbooks.
• Standardize onboarding + implementation handoffs with clear “time-to-value” milestones.
• Clarify ownership between CS vs Support vs Founder‑AM.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Customer Service and Project Management

Industries

Blockchain Services

Location: Toronto, Ontario, Canada