Customer Success - Retention & Expansion - Remote

Overview

At BrightOrder, we power the fleets that keep the world moving. Our EMDECS platform and connected hardware solutions help operators run smarter, safer, and more profitably. As we scale, retention and customer growth are mission-critical. This role is not about maintaining accounts. It’s about protecting revenue, strengthening relationships, and turning risk into opportunity.

In Short

• Manage renewals from 90 days pre-expiry to signature
• Lead renewal conversations with confidence and clarity
• Execute save strategies for at-risk accounts
• Reduce churn through proactive engagement
• Conduct regular outbound health-check and renewal calls
• Handle inbound support and cancellation calls professionally
• Identify upsell and expansion opportunities
• Build trusted relationships across customer accounts
• Collaborate with Product, QA, and Development teams via HubSpot and Jira
• Monitor customer health scores and KPIs

Requirements

• High energy and commercially minded
• Ability to handle difficult conversations
• Experience in customer retention and success
• Proven track record in reducing churn
• Strong communication skills
• Experience with AI tools like ChatGPT, HubSpot AI, Copilot, Fin.AI
• Ability to track and act on data
• Team collaboration skills

Benefits

• Opportunity to work in a dynamic environment
• Chance to make a significant impact on customer success
• Collaboration with innovative teams
• Professional growth and development opportunities