Owns customer churn prevention and retention across residential and commercial accounts. Builds churn-risk models, prioritizes outreach, manages save-desk and service-recovery processes, handles cancellation escalations, and coordinates with Care, Sales, Operations, Billing, Marketing, and technical teams. Analyzes churn drivers, executes retention campaigns, improves customer goodwill and advocacy, and reports on churn, save rates, risk segments, and intervention outcomes.

Lead accounting operations, own month- and year-end close, prepare GAAP-compliant financial statements, maintain internal controls, manage audits and tax compliance, develop the accounting team, and partner cross-functionally to support scaling and strategic initiatives.